Going Beyond Voice in Contact Centers: Top 3 Observations from the Future Contact Center Summit

At the Future Contact Center Summit, hosted by the International Quality & Productivity Center (IQPC), attendees from Kodak Alaris met with several contact center executives from a range of industries. Here are the top three observations from our conversations at the event.

  1. Demand for omni-channel solutions is on the rise
    Most executives expected to hear about voice communication solutions. They were pleasantly surprised to learn about new ways to handle the many forms of incoming text-based communication. As consumers change the way they communicate, they are challenging enterprises to do the same.  Contact centers need to develop more efficient ways to manage inbound text in the form of social, web, e-mail, and chat. And there are proven solutions available that can help contact centers solve this challenge.
  2. Artificial Intelligence drives automation and efficiency
    Contact center agents handle a lot of inquiries manually. Connecting the dots between different types of communication from the same customer, and referencing several legacy databases to get answers delays quality responses. A major development to better manage this challenge is artificial intelligence—software that automatically reads, understands and processes unstructured text. AI-based solutions can identify the nature of the request, route it to the best agent to handle it, and initiate an automated response where appropriate.
  3. 360-degree view of customer interactions
    KA 360_degrees
    A 360-degree view makes a huge impact on first call resolution rates and increases customer satisfaction and loyalty. If an agent must access multiple systems or can’t access information that originated on paper, providing a quick and comprehensive response to customers is unlikely. The most common concern of contact center executives needing to replace their expensive solutions and repositories can be addressed with a solution that integrates all communication channels, enterprise systems and offers the most relevant information to the agent to provide a satisfactory answer quickly.

At the Future Contact Center Summit, Rod Hughes from Kodak Alaris spoke with Sheri Greenhaus from CRMXchange. Read the complete interview at The Future Contact Center Summit Review – Part 2.

For Kodak Alaris’ recent announcement on how the Kodak Info Insight Platform is helping contact centers overcome the challenges outlined above, please read What Makes “Omni-channel” Work? Three Practical Answers for Today’s Contact Center Challenges.

Ask yourself the right customer experience questions

Improving the overall customer experience for your business is crucial to success—both in the short term and for the long haul. We’ve seen that placing high value and attention on customer experience is critical to the business success and competitive status of most organizations.

It’s no secret that today’s customers are using a multitude of communication channels, regardless of industry or even demographic. It’s imperative that organizations accommodate for the multitude of channels and content types that the modern customer decides to use for communications.

To ensure your organization is optimizing the customer experience, you must ask yourself the right questions. Below are a few questions (along with brief reasoning for those questions) that you should be asking yourself when thinking about process improvements and efficiencies for your customer experience:

• Do you allow for multichannel communication from your customers? Modern customers use many different channels to reach businesses today. Making your organization easily accessible on multiple channels will greatly improve today’s customer experience.

• Do you have a coordinated approach to handling multiple communication channels? A multitude of channels can result in a flood of data. Having an effective workflow in place to manage this flood is key.

• Do you monitor response times and procedures on all channels? Analytics are key to process optimizations. Optimizing customer response time is made possible by knowing where efficiencies and improvements can be gained.

• Does all of your customer-facing staff have access to all customer profile data? Customers get easily frustrated when they feel the staff member with whom they are communicating isn’t up to speed on all previous correspondence or order history.

• Have you implemented modern data-extraction technology? New technology could be saving you input management costs and reducing both time and errors. Try out the latest solutions using your own documents and forms.

Asking yourself these questions, among others, will allow you to ensure your overall business experience is optimal for your most prized asset—the customer.


How to Improve Your Insurance Claims Process

Are you concerned about your ability to meet the ever increasing expectations for operational efficiencies and customer experience in your claims process? Is your senior management increasing goals for revenue and earnings growth while the hurdles seem to be growing every day?


The intersection of policy holders, staff and technology in the claims process is particularly challenging – but if done right it solves many of the challenges.

Did you know that one in three customers cited poor claims handling as a major factor in deciding to switch insurers?


Your policy holders are more demanding than ever. They expect to communicate in the channel they prefer, and they expect an instant response! The number of channels customers use to communicate with you is exploding – web, email, chat, social media, fax, and even regular mail have joined voice – and more are coming. Worse, the information coming from these new channels is 80% unstructured, leaving you sorting inquiries by channel, which has no bearing on the actual content of the message.


You have only one choice – ensure that you effectively engage with your customer base: Allow your policy holders to communicate with you following their preferences and fully integrate all communication channels including social media; in order to make this input valuable you want to find a solution that understand the true meaning of any type of text based input, regardless of structure, source, and format

InfoInsight_Kodak_Alaris_3Your claims staff is in most cases your face to your policy holders. The fact that only 30% of insurance industry customers worldwide rated their experience as positive is more than alarming. While your claims adjusters are your most important asset, it is also a key cost factor especially considering that it takes 10 years and more to reach senior expertise. Many of your most experienced claims adjusters are near retirement age, so you need to empower your less experienced staff members to cover more demanding cases to close the experience gap.

You need to find the optimum balance for your workforce expertise levels i.e. between aging experts and less experienced staff by allowing them to focus on cases or requests that align with their expertise while providing less experienced staff with a comprehensive, yet dynamic knowledge base. Our solution that is based on Artificial Intelligence allows to on ongoing learning from the exception handling done by senior experts and the surfacing of most relevant responses leveraging semantic understanding and intelligent filtering of potential responses

InfoInsight_Kodak_Alaris_4As result your staff is more satisfied and in consequence the turnover rate declines and their motivation impacts the satisfaction and loyalty of your customers.

The handling of a claim still requires matching the request with customer information that resides in various systems and databases. Finding this data, such as policy holder status and associated entitlement to reimbursement, and automatically processing the claim accordingly is another big hurdle to achieving the goal of straight through processing.

For the future success of your insurance carrier it is key to improve and where feasible automate your claims process connecting your mailroom, back office operations, and your service center.

Our solution uses self-learning classification, extracts and enriches data through integration with existing systems, and proposes relevant responses back to the policy holder. Rekeying and other time-consuming manual activities are reduced significantly.

Through insightful automation, processing times are significantly decreased from time of notification to reimbursement, and true end-to-end automation is achieved.

InfoInsight_Kodak_Alaris_5Did you know $30B per year are lost due to insurance fraud per year in the US alone. What is the impact in your company? Some insurers employ hundreds of specialists using innovative technologies and network analysis tools to identify and help prevent fraud. Fraud analytics tools are a critical tool to master the challenge and to create a competitive advantage by segmenting risk better than other insurance carriers. Advanced data mining and predictive modeling, supporting highly skilled employees for a comprehensive fraud detection framework is critical for future success.

Your success in reducing fraud has a significant impact on your profitability.

We flag potential fraudulent claims based on comprehensive analysis of vast quantities of information and monitoring of the complete communication history of each customer. This data serves as key input source for comprehensive data mining efforts and close the door” on fraud.

Join us tomorrow to learn more how our solutions based on cutting edge technology addresses these and other challenges that you are facing in your claims process.

A sample of the webinar materials are available on slide share.

Register here.

Dental goes digital

Like other dental offices, Charles Pesce and his small practice in Athens, Tennessee care for a lot more than just teeth. Along with his practice partner and team of six, they serve a wide range of patients daily, and a large number of patients create a lot of paperwork. As you can imagine, saving packets and folders of patient charts, insurance information, and medial data isn’t easily contained to one area—which is why Pesce knew that going digital would be the best decision.

After careful consideration and extensive research, Pesce chose to move forward with a Kodak desktop scanning solution. With impressive reliability and easy to use functions, the desktop scanner was the right fit for Pesce’s office—everyone would be able to get the most out of it. Because the scanner was TWAIN compliant, it worked seamlessly with the other office management products Pesce used, such as CareStream’s CS SoftDent Practice Management Software. Pesce also used KODAK Capture Desktop Software to scan and store his own office-related documents like invoices, tax returns, and staff evaluations.

“Having all the patient information I need at my fingertips has helped me provide the best possible care,” said Dr. Pesce—as he also feels the reduced paper clutter freed a lot of space for his practice.


The electronic files increased productivity, as the digital solution drastically cut down on paperwork. Staff simply have to pull up patient information online, update and save—opposed to the typical finding, editing, refilling, and hassling with mounds of paper. It even aided with internal documents; Pesce said his productivity went up across the board; from payroll to accounts payable, the digital solution was the right one.

With secure backup, the practice’s electronic documents are backed up every night, so everything is safe and secure in case of a computer glitch. Extremely happy with the move to digital information, Pesce said “The Kodak desktop scanner has so many features that I may never get use to them all. The more I use it, the more I like it.”

Click here for more information on Dr. Pesce’s success with his Kodak desktop Scanner.


PMI Health Group Uses KODAK i4600 production scanner and PSIGEN Software Solution

As one of the largest independently owned provider of employee healthcare and risk management, PMI Health Group chooses to use the KODAK i4600 Production Scanner to digitize paperwork and capture important information. With several responsibilities and accounts to keep track of, PMI Health Group partners the KODAK i4600 with Microsoft SharePoint 2013, creating a unique OCS and data capture solution to manage their documents.


Based in Northwich, Cheshire with roughly 142 staff members, the organization works with 62 insurers and 160 insurance policy types across 14 separate markets. PMI Group scans an average of 800 documents per day and needs a system that will keep up, but is still affordable and efficient.  Their main concern was an easy-to-use solution to automate document capture and handle semi-structured documents such as healthcare provider invoices as well as structured documents including financial statements and application forms.

Data from paper documents and incoming PDF files needed to be in digital form, for an easy matching against accounts and CRM databases for validation. SharePoint provides easy retrieval, but the information needed to be digitized so it could be captured and filed away. The header and line item data is extracted and exported into Microsoft Excel, as well as a Microsoft Outlook email extraction utility for easy PDF saving.

This document scanning is driven by a Kodak production scanner, with its reliability and ability to easily handle a variety of paper—the decision was easy. “Our experiences of Kodak i4600 production scanners have been excellent and we’ve used them on a variety of projects” said Andy Dawson, the director of PMI’s chosen reseller Datafinity. “The i4600 is compact, quiet, delivers high quality scans and is attractively priced which makes it a premium low volume production scanning solution.”

With the ability to scan up to 120 pages per minute, roughly 50,000 a day, the scanner also features a 500-sheet front loading feeder and maintains speeds even when scanning at 300 dpi.

Nigel Scanlan, PMI Health Group’s IT manager, said, “We process a large amount of documentation from a number of sources. The PSI:Capture and Kodak solution has enabled us to simplify our whole document scanning process significantly, automating what was previously a very labour intensive process.”

Click here for more information on the success PMI Health Group found with the KODAK scanner.


There’s an easier way to manage housing applications

Managing a housing facility is no easy task and finding the right tenants can be cumbersome. Applications, personal information, and endless amounts of paperwork make for a hectic process—one that can be better managed by the proper scanning solution.


Need an example of how this is possible?  Let’s take a look at how Albyn Housing Society used a Kodak departmental scanning solution to handle their document needs.

Located in the Scottish Highlands, managing more than 2,000 rental properties in an area home to more than 218,000 people, Albyn needed a reliable and versatile scanning system to effectively and accurately process all its paperwork.

“We needed a top-quality scanner to deal with the volume of paper as our older scanners kept jamming. The Kodak scanner was ordered, supplied and has worked with no complications” said Robin Narim, Albyn Housing Association’s Finance and IT Director.  “We’ve reduced the time it takes to allocate a property when it becomes vacant by 25%.”

Albyn Housing Society is spending ample amounts of money to build and maintain new facilities—there’s no reason for them to have to spend more money or their valuable time scanning documents. The Kodak scanner makes the process easy, affordable, and efficient.

To make things easier, all housing operations in the Scottish Highlands collaborated and decided on one comprehensive housing application—a streamlined and efficient process the Kodak scanner was able to benefit in many ways. There’s one form, one application, one waiting list, and several different housing facilities to choose from. It’s not only perfect for clients to save time on applications, but it helps the organizations stay organized. The time it takes to allocate a property once it’s vacant has reduced tremendously, and the placement process has become much more efficient.

Read more about Ablyn’s success with a Kodak departmental scanning solution.


Watch Kodak Alaris’ 2014 ALS #IceBucketChallenge — CEO, Presidents, & employees

To help raise awareness and support of ALS research, Kodak Alaris CEO Ralf Gerbershagen accepted CMO James Soames’ nomination to participate in the Ice Bucket Challenge. After braving a shower of icy water, Ralf nominated select members of his leadership team.

Watch the video below to see Ralf, Dennis Olbrich (President, Paper & Output Systems/Film Capture, Kodak Alaris), Dolores Kruchten (President, Document Imaging, Kodak Alaris), and employees in Document Imaging and IT participate.


Visit http://www.alsa.org/donate/ if you would like to donate to The ALS Association.