AAA, CareCore National and Skowhegan Savings Bank Improve and Speed Interactions With Customers With Cisco Contact Center Solutions

Following goal-setting sessions in 2008 and 2009, AAA of Western and Central New York saw a need for more effective and efficient interactions with its employees and clients. AAA wanted to put at the same time a member service infrastructure that connected its contact center and branch offices and supported interaction across multiple channels. As a result, it deployed Cisco's Unified Contact Center Enterprise system with existing workforce and quality management solutions.

CareCore National, a company that has contracts with more than 25 health plans and works closely with 650,000 physicians, sought a solution that would lessen the burden on physicians using CareCore's contact center to gain authorization more quickly for crucial patient medical procedures. Through the use of Cisco's Unified Contact Center Enterprise, CareCore is able to route physician contacts to the best available health plan resource, streamlining communications to improve the physician's experience during reducing costs. CareCore uses Cisco MediaSense to efficiently record conversations on the network for regulatory compliance and to potentially mine for business intelligence to improve customer interactions and processes. Through the implementation of Cisco's solutions, CareCore has improved service-level agreements by reducing the average amount of time it takes a doctor to reach a contact center agent resource from 90 to 60 seconds.

Worldwide market leader in contact center innovation

As a worldwide market leader in contact center innovation, Cisco is helping businesses and organizations elevate their customer care by combining traditional contact center research and processes with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics.

About Cisco CollaborationFrom award-winning IP communications to mobility, customer care, Web conferencing, messaging, enterprise social software, and interoperable telepresence experiences, Cisco brings at the same time network-based, integrated collaboration solutions based on open standards. These solutions offered across on-premises, cloud-based or virtualized platforms, as then as services from Cisco and our partners, are designed to help promote business growth, research and productivity. They are as well designed to help accelerate team performance, protect investments, and simplify the process of finding the right people and information.