CASE STUDY
‘THE NEURON CONTACT
CENTRE TODAY HANDLES
MULTICHANNEL
CUSTOMER
INTERACTIONS BY
TELEPHONE, EMAIL,
FAX AND WEB. WITH
THE ALTITUDE UCI 8
SUITE IN PLACE, NEURON
CONTACT CENTRE
AGENTS ARE ABLE
TO HAVE COMPLETE
MEMBER INSIGHTS TO
ENABLE PERSONALISED
AND SEAMLESS
INTERACTIONS.’
is executing on plans to expand its
network of providers, one of the largest
in the Middle East today.
T
he Neuron medical contact
centre is located in Dubai Silicon
Oasis, UAE, and is now powered
by the Altitude uCI 8 solution, giving
the healthcare industry expert a wealth
of advanced contact centre features,
including unified agent desktops, voice
portals, as well as centralised monitoring,
queuing, routing and reporting solutions.
Neuron was established in 2000
with the mission to bring the latest
innovation in TPA services to the
healthcare industry in the UAE and the
GCC region. The company brings a very
unique combination of deep medical
and insurance industry expertise
coupled with leading edge technical
innovation to the market. Neuron
www.intelligentcio.com
”Neuron continually strives to exceed client
and customer expectations by providing
superior service and innovative business
solutions in the areas of healthcare and
insurance services,” said Mohammed
Mubarak Al-Mutaiwei, Neuron Chairman.
”We relentlessly focus on Member
satisfaction, that is combined with deep
medical expertise and built on a solid
foundation of advanced IT infrastructure,
with the aim of achieving cost-containment
via a healthier population.”
Adopting a customer centric
strategy
Neuron receives several thousand calls,
emails and faxes monthly from health
insurance policy members wishing to
obtain reimbursement details or requiring a
medical authorisation. With a multicultural
and multi-ethnic staffing, Neuron has
language capabilities to cater to callers
in Arabic, English, Tagalog, Hindi, Urdu,
Eritrean, Pushto, Malyalam, Punjabi, etc. To
deal with the increasingly more numerous
interactions and the diversity of each call
required a fully customised, omnichannel
solution that ensured a rigorous
management of medical authorisations
and emergency helpline services.
“We required a solution to unify our
medical contact centre procedures in order
to streamline our service, boost client and
member satisfaction,” commented Dr
Ali Qasim, Manager – Helpline & Policy
Management at Neuron. “We looked
comprehensively at the market and
selected Altitude uCI because it offered
a truly ”all-in-one” customer interaction
management solution for our Medical
contact centre. In addition to integrating
the contact centre in the whole customer
experience, Altitude also has a strong local
support presence across the entire United
Arab Emirates,” he added.
Embracing multichannel
engagement
The Neuron contact centre today handles
multichannel customer interactions by
telephone, email, fax and Web. With
the Altitude uCI 8 suite in place, Neuron
Contact Centre agents are able to have
complete member insights to enable
personalised and seamless interactions.
Emergencies are responded to immediately
on 24/7 as there is a verbal approval
protocol in place for such cases and all
customer interactions are recorded. Neuron
is also able to intelligently route multimedia
interactions, provide customer self-service,
automate outbound dialling, as well as
utilise real-time mobile dashboards through
Altitude uCI 8.
Altitude uCI 8 is a complete, modular
contact centre software solution that
provides all the functionality required
to provide customers with the best
experience. The solution has been making a
difference at Neuron as multiple campaign
creation, replication and management
becomes faster and more intuitive. New
management and reporting features also
help deliver better business results.
“With the new system, we have managed
to increase first call resolution, boost
member satisfaction and make our
medical contact centre operations far
more efficient,” commented Dr. Qasim.
”The simplicity of end user application
interfaces, such as the agent desktop or
the management portal, that hide very
complex operations, is key to a reduced
learning curve. So for example, our contact
centre agents need just a few days training
to be able to “wow” with the most positive
experience during customer interactions.”
INTELLIGENTCIO
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