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"Almost all of ACH's operations can be executed over the Web, so we considered it a high priority to offer an online, personalized option for retrieving and entering complex claims information or chatting with customer service representatives," said Alex Wood, business developer at ACH. "!hey's subscription-based hosted service option made it very fast and easy to add live text chat to our Web site."
!hey's live text chat application has enabled ACH to make more efficient use of human and technology resources by partially offloading claim-related phone calls to text chat sessions. As part of the implementation process, ACH reviewed inbound call activity to its robust traditional call center and placed !hey live help buttons (interaction buttons that customers can click to initiate direct text chat with ACH sales representatives) on those Web pages that generated the greatest number of phone calls. ACH contact center representatives now handle text chat activities along with traditional inbound phone inquiries.
"ACH's innovative use of the Internet and focus on total quality management differentiates them from other health care benefits administrators," said Duncan Mackay, president and CEO of !hey inc. "Incorporating !hey's technology into their portfolio of customer interaction tools has allowed ACH to extend their superior customer support to the Web."
About America's Choice Healthplans
Since 1988, America's Choice Healthplans has provided employers with high-quality third-party health benefits administration services. In the fall of 1999, the company launched its Web site to become the first online benefits administrator in the health care industry.
In addition to providing employers with state-of-the-art Internet technology, America's Choice remains committed to supporting its Web site with the best customer service and claims processing departments in the industry.
About !hey inc.
!hey inc. (!hey) helps businesses proactively identify, acquire, service, and retain customers through personalized communication. !hey offers a unified customer interaction solution that allows companies to communicate with customers through all communication channels--Web, voice and e-mail--including applications for proactive and on-request chat, interactive voice response, networked voice, inbound and outbound e-mail routing and management, and dynamic FAQ. !hey's e-service applications are available both as customizable enterprise products and as a subscription-based hosted service. Beyond software, !hey offers NetRep(TM) resources, live customer service agents with expertise in online customer behavior and sales, who can monitor customer traffic on a Web site and initiate conversation with customers to provide proactive assistance. !hey's current customers span a wide range of industries, including technology, retail, travel, entertainment, real estate, financial services and business-to-business markets. Customers include Microsoft, American Airlines, Cyberstateu.com, Knology, Inc., Network Associates, Bizfon, Supportgate.com, isolve.com and other leading companies.
!hey is a founding member of the Personalization Consortium, an international advocacy group formed to promote the development and use of responsible one-to-one marketing technology and practices on the World Wide Web. The company, which merged with icontact.com, inc. in September 2000, is headquartered in North Andover, Massachusetts, with locations in Fairfield, Connecticut and Chicago, Illinois. Satellite sales offices are maintained in California, Colorado, Florida, Georgia, New York, North Carolina, Texas, and Washington state. Telcom-Internet Investors, L.L.C., a subsidiary of Telcom Ventures, L.L.C., The Goldman Sachs Group, Inc., eCOM Partners, L.L.C. and Broadband Ventures are corporate investors. For more information about !hey, visit www.heyinc.com.
!hey is a trademark of !hey inc. !heycenter is a service mark of !hey inc. All other products and services are the trademarks of their respective owners. icontact and NetReps are trademarks of icontact.com.
CONTACT: Rogers Communications Ellen Kardas 781.224.1100 ekardas@rogerscom.com
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