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Proactive Engagement—Omni-channel customer engagement success stories

Smarter strategies for managing call volume

Proven proactive engagement tactics for reducing costs and satisfying customers.

Company profile

When the Affordable Care Act (ACA) went into effect in 2013, it transformed the way millions of Americans consumed healthcare. eHealth – the nation’s first and largest private health insurance exchange, working with carriers in all 50 states – were well‑positioned to help both individuals and businesses navigate their options and enroll in health insurance.

Anticipating the need to cost-effectively manage a significant increase in call volume and comply with federal regulations, eHealth invested in a Nuance Proactive Engagement solution to keep consumers informed and satisfied.

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eHealth uses Nuance Proactive Engagement

We knew with the new ACA we were going to see a significant increase in consumer questions, driving up our inbound call volume and agent costs.

Director of Customer Service, Retention & Communication
eHealth

Challenge

  • Rising call volume
  • Increasing average hold time
  • Expensive agent interactions
  • Compliance with government regulations

Solution

Results

  • 95% customer engagement
  • 94% per message cost savings
  • 4.41 CSat: above expectations
  • 70% peak texting adoption

Background

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