Case Study: a leading healthcare payer achieves $3.86M in projected savings with Concentrix CCaaS omnichannel solutions

Leading Healthcare Payer cuts operational spending by 12% with Concentrix

A leading healthcare payer faced the challenge of replacing its outdated on-premise contact center system within a tight five-month timeframe. Previous transformation efforts had stalled, and the client needed a partner to help navigate the transition to a modern Contact Center as a Service (CCaaS) platform to reduce operational headaches and elevate customer experience. They engaged vendor Concentrix to implement an omnichannel cloud solution.

Concentrix took a methodical approach, beginning with workshops to align on strategy before implementing a new cloud platform service hosted by NiCE. The solution included a workforce management tool and natural language understanding call routing. This transformation resulted in a 12% reduction in operational spending and $3.86 million in total projected savings for the healthcare payer. Concentrix also helped achieve a 54% improvement in average speed of answer for specialized teams and a 17% reduction in overall call volume.