Interactions today announced an agreement to expand its year-long relationship with health care company Humana. Humana will deploy Interactions' voice portal to streamline how its members enroll for Medicare Part D benefits. In its first year, the Interactions portal brought positive reactions from Humana Medicare members, as well as improved efficiencies and cost savings for the company.
Interactions and Humana are now expanding their relationship from one program with a limited set of Medicare beneficiaries to include the support of prescription drug programs around the country, which will all be live with Interactions' voice application beginning next month, enabling callers to use the automated system when the Medicare open-enrollment period begins on October 15.
"Working with Interactions, we were able to use a highly effective automated system to meet and exceed the high standards of customer care demanded by the complexity of open enrollment for Medicare coverage," said Alan Wheatley, vice president of Humana Senior Products. "Previously, only Humana customer service representatives were able to take these calls. Now, during peak times, with Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members."
"Simply put, we're taking conventional automated interactive voice response systems to a new level, delivering quality service during complex, detailed phone calls, and debunking negative perceptions of IVRs commonly held by callers accustomed to service through live reps," said Mike Iacobucci, CEO of Interactions. "When Medicare beneficiaries call into Humana, the Interactions voice application will give them the time and responsiveness they deserve, and let them experience a successful, hassle-free call, whether it's for open enrollment or for information about prescription drug programs."