|By Business Wire||
|December 4, 2012 07:07 AM EST||
Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced a new solution designed for the healthcare industry. The solution enables healthcare insurance providers to manage increasing member activity related to the Affordable Care Act while delivering great customer care.
Spaces by Moxie gives healthcare insurance providers an intuitive, modular framework to help them with customer care activities. Specifically, it provides customer communication channels including email, chat, cobrowse and social media as well as support for web self-service and knowledgebase.
Exclusive for the healthcare industry, Moxie Software has designed knowledgebase offerings featuring additional customer communication channels as add-on solutions to its standard Knowledge Spaces™ package. Moxie’s starter kit for healthcare insurance providers consists of:
Knowledge Spaces for Customer Care Representatives - arm agents
with the most current policies and procedures.
- Agents are able to quickly and accurately respond to customers’ requests by accessing a knowledgebase that includes articles and information from external online sources such as web files and SharePoint.
Web Self Service Spaces - provide customers with accurate
answers via an online self-service experience.
- Customers can self-service via the website to find answers to questions with guided search, which is available to provide assistance as a customer works through complex questions.
Both of these new offerings are available to healthcare insurance providers as cloud and on-premise solutions. The cloud and on-premises solutions for each offering respectively include:
- Remote search bundle for website, file system, SharePoint and other databases.
- 1,000 Articles including 10 authors and users.
- Four portals supporting 50,000 monthly visits.
- Maintenance, support, base implementation and training.
- Includes all of the above, plus:
- One non-production server license for development and test.
- First year maintenance.
Spaces by Moxie has been adopted by many of the world’s largest financial and retail institutions, and Moxie is now paving the way for the deployment of leading knowledgebase and customer communication solutions in the healthcare industry. Moxie Software currently works with mid-sized and large healthcare institutions, including Advanced MD Software, Advocate Health Care, Humana, Southern Cross Healthcare, Johns Hopkins Medicine’s Armstrong Institute for Patient Safety and Quality, and Methodist Healthcare, among others.
Additional details about the Spaces by Moxie for healthcare can be found here: http://www.moxiesoft.com/solutions/healthcare.aspx
Comments about the news and the state of the industry:
“The Affordable Care Act requires a system-wide transition for the healthcare industry in order to meet the new policies of the government,” said Tom Kelly, president and CEO of Moxie Software. “With this change, there is an opportunity for healthcare insurance providers to not only adopt flexible and scalable solutions for customer care, but also to create meaningful customer relationships.”
In the report “How Health Insurance Companies Can Leverage CI To Adapt Amid Policy Reform,” issued in February, Forrester Research, Inc. vice president and research director Dave Frankland wrote that “Unfortunately, insurance companies have little knowledge about their digital customers and how to meet their needs. … a director of marketing told us … ‘Insurance companies have no idea as to what is expected of them.’ Health insurers need to create an engaging sales, service, and support website while also building out email, direct mail, and social media campaigns.”
About Moxie Software, Inc.
Moxie Software provides the only customer-centric enterprise social software suite that enables companies and organizations to effectively connect employees, customers and partners to engage in business, share knowledge and collaborate. Spaces by Moxie is comprehensive solution that powers more than three billion social interactions per year for leading organizations in consumer services, financial, healthcare, high-tech and media and entertainment. Moxie Software’s customers are able to innovate faster, improve operational efficiencies and provide superior customer experiences. To learn more about Moxie Software, visit www.moxiesoft.com.
Moxie Software, Spaces and Knowledge Spaces, are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.
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