Health Insurance Innovations Selects CallMiner Eureka

Health Insurance Innovations (HII), an administrator of web-based health insurance, has selected CallMiner Eureka to gather business intelligence on conversations between its licensed and carrier-appointed insurance agents and customers to improve the customer experience and verify quality assurance compliance with each purchase.

"At HII, we are committed to providing the best service to our customers and the insurance carriers we work with and to continue improving our market-leading compliance processes," said Gavin Southwell, CEO of HII, in a statement. "To help do this, we searched for a responsive partner that could support us flexibly and efficiently. We are pleased to partner with CallMiner to implement an automated call review tool."

In its 15 years, CallMiner has mined more than 2 billion hours of conversations. Eureka monitors all customer interactions to help its carriers’ insurance agents better understand the customer journey and personalize their service and offering. The system also provides trend data, which can reveal process and product issues so that they can be quickly addressed. In addition, analytics can identify risky language and alert a supervisor so that an insurance agent can receive the proper coaching to ensure regulatory compliance adherence.

"We are excited to partner with HII and provide a tool to their carrier-appointed insurance agents that automates the quality assurance process and reveals actionable insights to improve the customer experience," said CallMiner CEO Terry Leahy in a statement. "At CallMiner, we believe that feedback is a gift because it uncovers opportunities for us to improve our products, processes, and services. HII is equally committed to continuous improvement and superior service. We look forward to working together and partnering for success."

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