UHG 4b site service savings

UnitedHealthcare Medicare & Retirement provides health benefits and services to almost 10 million people. Compliance requirements along with also the representatives' growing demand for easier usage of customer information made it necessary to quickly construct a brand new contact centre solution.

UnitedHealthcare selected Pega BPM technology to wrap and revive its heritage contact centre background computer systems. Period one of this project comprised a frequent intake stage, an endtoend dilemma management platform, also supporting the scenes improvements to the present broker computers to allow a much better customer experience. This initial period was fully set up and rolled out into 5,000 representatives within 10 weeks.

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