Case Study: Healthcare Enterprises achieves 75% lower compliance errors with Authenticx

Increase Visibility and Oversight of Contact Center Compliance with Authenticx

Healthcare Enterprises worked with Authenticx to improve visibility and oversight of contact center compliance across a mix of in-sourced, out-sourced, and hybrid operations. The customer needed a better way to monitor vendor performance and ensure compliance requirements were being followed consistently in recorded customer conversations, rather than relying on self-reported results.

Authenticx provided an independent, SaaS-based view into customer interactions across vendors, making it possible to compare compliance performance apples-to-apples and identify inconsistencies in scripts, training, and interpretation of guidelines. Within one month, Healthcare Enterprises uncovered compliance gaps, and after changes were implemented, they saw a 75% reduction in error rate within one quarter, along with higher consistency across vendors, improved call center performance, and better compliance scores.