Healthcare BPO Reduces Costs and Increases Back-Office Capacity

A leading business process outsourcer (BPO) that provides vital administration and operations support for health and human services organizations was looking to drive better outcomes for its business and the customers it serves. The BPO lacked real-time data and reporting in its back-office processing groups.

The account team managing Medicaid for 15 states was keen to bring back-office reporting and planning tools up to par with the robust reporting already employed in the organization’s contact centers. This team was already using Verint Desktop and Process Analytics to identify process improvement and automation opportunities—capturing employee activity and application usage directly from the desktop.

To transform this raw data into real-time operational reporting and actionable insights, the team added Verint Operations Visualizer and Verint Operations Manager—see how these solutions help this large BPO better measure and improve performance.

Read the case study.