Case Study: Optum

CUSTOMER PROFILE

CHALLENGE

Optum’s India operations architect and deliver end-to-end technology-enabled solutions to global employers and the government in India. With its clients’ contact center operations facing challenges due to manual processes and unreliable tools, Optum embarked on a mission to transform how they deliver customer service. Optum sought a unified CX platform with advanced analytics, automation, and AI-driven capabilities able to deliver seamless customer experiences at scale.

SOLUTION

With its clients struggling to modernize and optimize their contact center operations, Optum has implemented CXone for organizations with and without an existing customer experience platform. Optum’s clients are empowered with omnichannel routing, workforce optimization, analytics, automation solutions and more, enhancing efficiency and customer satisfaction. The platform’s user-friendly design and AI-enabled features streamline operations, personalize interactions, and boost agent performance, enabling the companies that use it to drive continuous improvement.