Verint® Systems Inc. (NASDAQ: VRNT) today announced demand for its enterprise workforce optimization (WFO) solutions to help insurers manage the member experience surrounding the Patient Protection and Affordable Care Act. The Affordable Care Act (ACA) portion of the legislation is placing more focus on individual members, which raises the significance of improving the member experience as a gauge on long-term success. Verint’s Impact 360 ® Workforce Optimization ™ suite helps insurers better manage and navigate ACA requirements.
One healthcare services customer has already expanded its investment in Verint software and services in connection with its preparation for the Affordable Care Act by deploying Impact 360 Workforce Optimization. This includes functionality such as recording, quality monitoring, speech analytics, text analytics and desktop analytics. According to a U.S. News & World Report list of top healthcare insurance companies, 15 of the 25 listed are Verint customers. 1
Today’s healthcare insurers have a myriad of requisites related to maintaining and improving service experiences. For existing members that have questions and for the contact centers on the receiving end of a growing number of queries, insurers want to alleviate and address concerns, and equip their member experience staff to do so effectively. For new members through the health insurance marketplaces, insurers are looking to impart confidence among members in their healthcare selections and reinforce they will be well served. Regardless of whether members are existing or new, these insurance organizations are keen to create and deliver timely, informative and high-caliber experiences to members today and over the long term.
“Healthcare insurers must address the opportunities and challenges related to the Affordable Care Act, and Verint has the tools to help these organizations,” says Nancy Treaster, senior vice president and general manager, strategic operations, Verint Enterprise Intelligence Solutions ™. “Insurers will need to listen intently to members across a wide range of communications channels, carefully analyze gathered intelligence, and then use that insight to make improvements that better serve and meet member requirements. Those most successful at making the transition to member-centric models will be well positioned to gain competitive advantage and greater confidence.”Verint solutions support Voice of the Member initiatives by helping provide healthcare insurers with holistic, end-to-end insight into member interactions and experiences. Its software and services can help insurers become more member-centric, enable them to better understand the changing dynamics in their membership and avoid member churn. Armed with the right tools, they can not only create positive member experiences, but also improve operational efficiency. Further, they can help adjust internal processes, improve workforce performance, enable faster decisions and connect member service operations more tightly with the rest of the organization.