Meet Tiana.

She held the record for the number of cases resolved at a customer care center. Well, she used to. Now she works for a payer where she spends a lot of time figuring out what is missing from a case file to begin with, leaving members less than happy.

How did her payer address the operational obstacle?

They modernized their CRM platform.

Together with Infosys, the payer implemented a unified call center application so that all call types from claim processing to redetermination could be handled at once without transferring the call back and forth. Tiana could also access any information the member needed at lightning speed, even faster than the first note of the hold tone.

Now, Tiana is back on track, taking names and breaking records, racing ahead with a successful career, thanks to Infosys.

Read more on how Infosys modernized a call center with a customized application and data analytics for efficient operations.

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