Innovative voice application provides automated customer service for multiple health-benefits programs
BOSTON, Oct. 3, 2011 /PRNewswire/ — Interactions Corporation today announced an agreement to expand its year-long relationship with health care company Humana Inc. (NYSE: HUM). Interactions and Humana will partner to deploy Interactions’ highly advanced voice portal to streamline how Humana members enroll for Medicare Part D benefits. In its first year, the Interactions portal brought positive reactions from Humana Medicare members, as well as improved efficiencies and cost savings for the company.
Interactions and Humana are now expanding their relationship from one program with a limited set of Medicare beneficiaries to include the support of prescription drug programs around the country, which will all be live with Interactions’ unique voice application – beginning next month, enabling callers to use the automated system when the Medicare open-enrollment period begins October 15, 2011.
Nearly 18 million Americans currently rely on a stand-alone Medicare Part D plan for their prescription drug needs, and the number is expected to grow to 26 million by 2015. Interactions’ voice-automated system makes it easier for Medicare beneficiaries to enroll in a Humana Medicare Part D prescription drug plan.
“Working with Interactions, we were able to use a highly effective automated system to meet and exceed the high standards of customer care demanded by the complexity of open enrollment for Medicare coverage,” said Alan Wheatley, vice president of Humana Senior Products. “Previously, only Humana customer service representatives were able to take these calls. Now, during peak times, with Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members.”
Interactions’ technology is based upon an unprecedented ability to understand spoken language, which now allows consumer-focused companies, such as Humana, to engage callers in a productive, natural conversation, regardless of complexity or subject matter. Quick to be deployed – the initial Humana/Interactions program required only four months lead time – Interactions’ technology allows automated voice portals to be used effectively for implementations that were once thought impossible.
“Simply put, we’re taking conventional automated interactive voice response systems to a new level; delivering quality service during complex, detailed phone calls, and debunking negative perceptions of IVRs commonly held by callers accustomed to service through live reps,” said Mike Iacobucci, CEO of Interactions. “When Medicare beneficiaries call into Humana, the Interactions voice application will give them the time and responsiveness they deserve, and let them experience a successful, hassle-free call – whether it’s for open enrollment or for information about prescription drug programs.”
Humana Inc., headquartered in Louisville, Kentucky, is a leading health care company that offers a wide range of insurance products and health and wellness services that incorporate an integrated approach to lifelong well-being. By leveraging the strengths of its core businesses, Humana believes it can better explore opportunities for existing and emerging adjacencies in health care that can further enhance wellness opportunities for the millions of people across the nation with whom the company has relationships.
More information regarding Humana is available to investors via the Investor Relations page of the company’s web site at www.humana.com, including copies of:
- Annual reports to stockholders
- Securities and Exchange Commission filings
- Most recent investor conference presentations
- Quarterly earnings news releases
- Replays of most recent earnings release conference calls
- Calendar of events (including upcoming earnings conference call dates and times, as well as planned interaction with research analysts and institutional investors)
- Corporate Governance information
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