AI Enabled Customer eXperience Solution for Healthcare Providers
A large multi-location healthcare provider in Florida, operating within the Healthcare/Medicare Advantage space, needed a more modern and efficient way to manage member interactions as expectations continued to evolve. The organization set out to deliver efficient, responsive, and connected member experiences while improving overall contact center operations.
Challenges/Opportunities
For agents, multiple applications were required during customer interactions, and increased screen switching reduced efficiency. Limited visibility into complete member interaction history made it harder to deliver informed, personalized service.
For supervisors, limited real-time visibility into queues and agent availability made it difficult to identify priority interactions quickly, reducing their ability to proactively manage operations. The organization needed a solution that could unify agent tools, improve supervisor control, and support better member experiences.
Solutions
- Tetherfi modernized the contact center experience by introducing a unified, web-based platform — the Tetherfi Unified Agent Platform — bringing together agent experience, supervisor intelligence, and operational governance in one connected system.
- Agent Experience – A single workspace providing customer context, interaction history, and essential call controls, eliminating the need to jump between systems.
- Supervisor Intelligence – Real-time visibility into queues, agent states, and interaction management, giving supervisors the tools to act proactively rather than reactively.
- Operational Governance – Simplified administration, workflow management, and improved operational control through centralized tools.
- Key capabilities delivered include the Tetherfi Unified Agent Desktop, Real-Time Supervisor Monitoring, Cherry-Picking & Queue Visibility, Tetherfi Desk Manager Automation, and OCM Administration & Management — integrating seamlessly with the provider's existing Avaya telephony while introducing a modern, widget-driven experience for agents and supervisors alike.
Benefits/Outcome
- Improved Agent Productivity – A unified workspace reduces screen switching and speeds up resolution times.
- Enhanced Member Experience – Complete interaction history and context enable faster, more personalized service.
- Stronger Operational Governance – Simplified administration and workflow management improve control across the organization.
- Greater Supervisor Control – Real-time visibility into queues and agent states allows supervisors to manage operations proactively.
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