Empire Medicare Services Call Center Announces Implementation of Part A and Part B Voice Self-Service System from MicroAutomation

MANASSAS, Va. - Empire Medicare Services implemented a voice self-service system installed by MicroAutomation and ScanSoft.  The Empire call center handles over 10,000 calls per day.  The speech system automates approximately 75 percent of routine incoming calls from health care providers, such as hospitals (Part A) and doctors' offices (Part B).   This has resulted in a 62 percent increase in usage over the previous touchtone system. 

Partnering with ScanSoft, MicroAutomation developed and delivered a speech system that provides information on patient eligibility, claims and deductible status, check status, pricing, seminar schedules, and general information about commonly requested telephone numbers and addresses. 

Elisa Elderbaum, Project Manager at Empire Medicare Services will speak from 4:30 pm - 5:30 pm on Tuesday, February 22 at the SpeechTEK WEST conference in San Francisco, Calif. as part of the "Speech in Healthcare" industry forum.  Elderbaum will be joined by others from Empire Medicare Services to discuss how utilizing the latest in speech technology, Empire has increased their call center efficiency and is providing a higher level of service for their customers. 

MicroAutomation is a leading provider of contact center solutions including CTI, multimedia contact management, IVR, Web, speech recognition, text-to-speech, workforce management, monitoring, and management reporting. MicroAutomation offers its award winning CallCenter Millennium products along with requirements consulting and complete solution design, integration, and implementation services. The company is headquartered in Manassas, Va., a Washington, D.C. suburb.