A Renowned Pharmacy Manager

Transforming Care Experience with Contact Center Intelligence

Revenue : $25+ Billion

Industry : Healthcare

One client’s contact center was burdened with high call volume and average handling time (AHT), which impacted agent performance and the member experience. VOZIQ AI leveraged unstructured customer interactions to transform agent performance and the care experience for members.

A Renowned Pharmacy Manager Data Sources

Call center text notes

Agent information

RxClaim member data

NICE speech-to-text data

Quality monitoring data

VOZIQ’s CLV Solutions

Integrated speech analytics and text analytics in one platform

Implementation of algorithmic first call resolution (FCR) metric

Extracting expressed and inferred customer feedback from call center text notes

Advanced text analytics to uncover wide-ranging issues affecting member experience

Pre-selecting highest opportunity calls to coach and develop agents

Get Case Study

Download

$1M+

Customer Lifetime Value

5%

Reduction in Call Volume

2%

Reduction in AHT

61

Highest NPS

''VOZIQ AI enabled us with exciting capabilities to drive FCR improvement by agent performance and other elements that impact
FCR – like drug name and type. Their application’s ability to pick drug names from call notes was a game-changer for us."