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MANASSAS, VA, February 4, 2005-Empire Medicare Services, one of the largest Medicare contractors in the United States, is providing unprecedented customer service following the successful implementation of a voice self-service system installed by MicroAutomation and ScanSoft. The Empire call center handles over 10,000 calls per day. The speech system automates approximately 75 percent of routine incoming calls from health care providers, such as hospitals (Part A) and doctors' offices (Part B). This has resulted in a 62 percent increase in usage over the previous touch-tone system. Partnering with ScanSoft, MicroAutomation developed and delivered a standards-based speech system that provides fast and accurate information on patient eligibility, claims and deductible status, check status, pricing, seminar schedules, and general information about commonly requested telephone numbers and addresses. As an example of the speech solution's ease of operation, one caller explained that he was able to check on more than 200 claims during a single one-hour phone call, saving him valuable time and resources. "This system demonstrates how speech technology can improve customer service, providing access to important information any time of the day through a powerful and user-friendly system. Callers can get information such as claim status and patient eligibility without waiting for a customer service representative (CSR)," said Suresh Gursahaney, CEO of MicroAutomation. Elisa Elderbaum, Project Manager at Empire Medicare Services will speak from 4:30pm - 5:30pm on Tuesday, February 22 at the SpeechTEK WEST conference in San Francisco, CA as part of the "Speech in Healthcare" industry forum. Ms. Elderbaum will be joined by others from Empire Medicare Services to discuss how utilizing the latest in speech technology, Empire has increased their call center efficiency and is providing a higher level of service for their customers.
About MicroAutomation, Inc.
MicroAutomation is a leading systems integrator offering an extensive range of call center technology solutions and professional services. Since 1991 MicroAutomation has designed, developed and implemented solutions worldwide in a variety of industries. MicroAutomation solutions help companies maximize the efficiency of their call center infrastructures and empower their customer service strategies. For more information, visit us at www.microautomation.com.
For Media and Analyst inquiries, please contact:
Dan Abernathy
VP of Sales & Marketing
MicroAutomation, Inc.
dabernathy@microautomation.com
(703) 334-0607
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