When consumers interact with their preferred brands, their experiences are often personalized and contextualized. When those same people contact their healthcare payers, however, the picture usually looks very different. During most encounters with payers, individuals provide their member ID number, and the agents treat them transactionally. The good news for both payers and consumers is that it doesn’t have to be this way.
Cloud-based communications technologies empower payers with greater security, efficiency, and agility.