TeleTech, Welltok partner to deliver high-touch experience for consumers
Thursday January 19, 2017
DENVER -- TeleTech Holdings, Inc. (NASDAQ: TTEC), a leading global provider of customer experience, engagement and growth solutions, and Welltok, the leading consumer health enterprise Software as a Service company, today announced a strategic partnership to help population health managers guide consumers to optimal health with a more personal touch.
The companies said the partnership will bring together advanced analytics with multi-channel communications capabilities to create highly-orchestrated and effective healthcare campaigns.
"The healthcare industry is only becoming more complex for consumers, and requires an intelligent combination of technology and human support to navigate," said Rob Scavo, Welltok president and COO.
"By partnering with a tech-savvy contact center conversant in the diverse and dynamic needs of the healthcare market, we are adding new and enhanced communications capabilities to make the right connections, at the right time."
Welltok and TeleTech said the partnership brings together advanced and diverse capabilities to reach health consumers through the appropriate combination of email, web, mobile, SMS text, mail and live agents.
TeleTech's live agent services are coordinated and tightly integrated with Welltok's multi-channel communications campaigns to maximize the effectiveness of outreach programs.
Additionally, the integration of Welltok Analytics creates smart, flexible campaigns that trigger a live agent interaction when a human touch would be more impactful, the companies said.
For example, if a health plan was changing its drug formulary, the program could identify members at risk of churn and initiate a dialogue between them and a live agent to find lower-cost alternatives.
"We live in a digital world, but there are many people who still prefer to speak to a live person rather than receive an email. This is especially true when someone is inquiring about their healthcare," said Judi Hand, TeleTech executive VP.
"This partnership will enable healthcare consumers to be contacted in the way that works best for them – whether that is on the phone, through a text message, email or traditional mail – which greatly increases the effectiveness of the communication."