© 2012 Jacada, Inc. All rights reserved.

Are Your Agents Ready for the

New HealthCare Landscape?

January 30th 2013

Amir Sabo

Director of Business Analysis at Jacada

Get the right answers to your members

each time, every time!

© 2012 Jacada, Inc. All rights reserved.

Founded in 1990

Drives

customer engagement

& ROI in months

Leading global provider of

customer experience

management solutions for

telecom, healthcare

financial services, utilities

and retail

Offices in US, UK, Germany

and Israel with successful

deployments across four

continents

About Jacada

© 2012 Jacada, Inc. All rights reserved.

About the Webinar

Affordable Care Act – Expected Call Center Impacts

How Can We Help?

Jacada’s Solutions for Guiding Your Agents

Jacada’s Mobile Agent

Q&A

© 2012 Jacada, Inc. All rights reserved.

General Overview

» Make every agent powerful to deliver consistent

answers and messages to your members

» Help reduce customer confusion by leveraging

your knowledgebase and giving your agents Just

the right information, at just the right time

» Help reduce repeat calls and create better

customer satisfaction

» Simplify your transition into policies, services, or

new legislation

© 2012 Jacada, Inc. All rights reserved.

Affordable Care Act – Call center Impacts

Am I Eligible ?

Which Plan fits me best?

Medicaid?Eligible for

financial aid?

How do I find a plan in the Exchange?

Can I switch my Dr.?

Do I qualify Patients differently?

Will my payment schedule change?

Which programs am I part of?

New Legislation

Federal Vs. State

Compliance Updates

Members QualificationQ

UES

TIO

NS

AG

ENTS

© 2012 Jacada, Inc. All rights reserved.

Affordable Care Act – Call Center Impacts

QU

ESTI

ON

S

AG

ENTS

Traffic may potentially divert to thephone channel due to complexity

© 2012 Jacada, Inc. All rights reserved.

Affordable Care Act –

„The Call Center Conflicting Forces‟

New minimum guidelines are being set for Health Care Payer

Organizations on spending The minimum percentage of premium health plans must spend on health care is

85% for large groups and 80% for small groups and individual policy holders

Increase in Efficiency

Training Costs Reduction

Reduction in Operational Expenses

Nee

d f

or

Imp

rove

me

nt

New Signup QuestionsC

all V

olu

me

In

crea

se

Longer Complex Calls

Providers Clarifications Calls

© 2012 Jacada, Inc. All rights reserved.

So… How Can We Help?

» Equip organizations and agents with Tools that:

Guide agents through complex flows

Create consistency

Leverage organizational knowledge

Take the burden off the agents

Reduce call handling time and reduce operational costs

Help adhere and adjust to legislation and compliance

© 2012 Jacada, Inc. All rights reserved.

Why Guidance Can Help?

Authenticate

Listen

Validate Member Need

Drive Through Guidance

Scripted Steps

Resolve

Continuous Guidance

Improvement

Leverage your knowledgebase

Create ACA ‘Walkthrough’ scripts to help

navigate members efficiently

Listen to your members and

adjust your scripts accordingly Feed Updates

from new legislation or compliance

changes

Help identify high-risk members and ensure follow-up communications

© 2012 Jacada, Inc. All rights reserved.

Jacada Agent Scripting (JAS)

» Quickly Create, Modify, Test,

And Deploy Call Flows

» No Programming Required!

» “Hot” Deployment Supporting

Rapid Business Changes

Agent Scripting

Eligibility

Questions

© 2012 Jacada, Inc. All rights reserved.

JAS|How Does It Work?

Visual Designer

Side-by-side View

Generate documentation

Single-click Publisher

© 2012 Jacada, Inc. All rights reserved.

Automate Steps in Customer Interaction Flows

Look up Customer Info

Embed Decision making guidelines

Search Knowledge Base

Trigger actions based on rules

Copy-Paste Data between Apps

AHT FCR Training $$$

© 2012 Jacada, Inc. All rights reserved.

Potential Uses

© 2012 Jacada, Inc. All rights reserved.

Jacada Agent Scripting (JAS)

No more call scripts that sound scripted!

Agents are presented with an adaptive UI that can

respond to multiple points within a conversation

Call flow adapts to the actual conversation with the

customer instead of forcing the call flow to adapt to

the system

You Will Immediately Notice:

© 2012 Jacada, Inc. All rights reserved.

How Could We Improve Even More?

Systems

Authenticate

Listen

Validate Member Need

Drive Through Guidance

Scripted Steps

Resolve

Authenticate

Listen

Validate Member Need

Drive through Guidance

Scripted Steps

Resolve

Member Self Serve or take the first few

steps

Agent receives

member flow and request

© 2012 Jacada, Inc. All rights reserved.

Jacada Mobile Agent

Jacada Mobile Agent| How it works?

Visual Designer for Creating Mobile Interactions

Complete Self-Serve History &Screen Pop into Multiple Apps

Jacada Mobile Agent plugs into existing Mobile Apps

1

2

3

Reduced AHTCall Avoidance / Self-serviceImproved Customer Experience

© 2012 Jacada, Inc. All rights reserved.

Agent Screen

» Agent desktop is pre-populated with the customer information

» Systems are automatically accessed and navigated

» Significant AHT reduction

Interaction Summary

© 2012 Jacada, Inc. All rights reserved.

» In a few years most CS calls will

start this way

» Start the Conversation in Context –

30-60 seconds of reduced AHT through

automation and deep screen-pop

» Agility / Decreased Time to Market

Fast deployment & immediate changes by

business.

Legislation updates, plan changes, updates to

eligibility rules and time based events that

need special handling

Why JMA? | Core Value Prop

© 2012 Jacada, Inc. All rights reserved.

Summary

» Scripting and guidance can help agents

become more effective

» Allow you to focus the call and get quicker to

resolution

» Agility and business controlled real-time

updates

» Decreased time to market of policy updates

and considerably reduce the need for re-

training

» Putting all the above at your member‟s

fingertips, considerably shorten call handling

time and improves member satisfaction

View Product on Web

View Product on Web

© 2012 Jacada, Inc. All rights reserved.

Q&A

© 2012 Jacada, Inc. All rights reserved.

Thank You

Amir Sabo,

Jacada Inc

5901 Peachtree Dunwoody Road

Atlanta GA 30328, USA

asabo@jacada.com