Meet Mateo.

As the supervisor of a regional blue member call center, Mateo discovered that his team dedicated a significant portion of call time to accessing necessary data for member interactions. The process often involved putting members on hold and even after retrieval, the data occasionally proved to be incorrect, causing frustration for both employees and members.

How did Mateo’s payer improve their employee and member experience?

They transitioned to a seamless omnichannel experience.

Partnering with Infosys, the regional blue made a smooth transition from the legacy platform to a new member engagement system, boosting visibility into member journeys. This move resulted in a notable 45% drop in average call handling time, making interactions better for both members and employees.

Now, Mateo enables his team to proactively upsell to happy members, further satisfying management — all made possible by Infosys.

Explore how we enabled seamless communication and personalized experiences.

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