Case Studies

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Large Integrated Health Plan Provider

After an extensive evaluation of available solutions, this large integrated health plan provider selected the Merced Performance Suite to deliver critical performance information to the operation, automate the agent performance appraisal process and deliver critical first call resolution information.

Since deployment, the Merced Performance Suite has significantly reduced administrative reporting tasks allowing supervisors and agents to react and initiate change quickly. Additionally, management is now gaining the visibility necessary to increase the accuracy of member referrals, reducing costs and increasing patient satisfaction.