Advanced disaster recovery capabilities.Because Interactive Intelligence is cloud-based, MTM can seamlessly route calls and more cohesively use staff at multiple contact center locations. Some features of this dynamic platform include: With Interactive Intelligence comes a plethora of exciting new capabilities that will benefit your organization and the members you serve. This innovative enhancement offers a more stable, reliable, and expandable technological solution that will refresh MTMвЂ™s contact center system to accommodate our ongoing growth and clientsвЂ™ needs. Over the coming months, MTM will migrate our contact center operations to an intuitive new platform called Interactive Intelligence. Additionally, members who are new to a health plan can gain confidence in using their benefits and ease their transition. Our blended contact center system allows us to identify the best times to call members for optimal results, ensure beneficial interactions with members, and make the most out of every call.Д«y improving member understanding of plan benefits and providing valuable information, MTM can help increase member compliance with plan requirements. Using scripts developed by MTM in collaboration with clients, CSRs conduct timely, relevant, and efficient outreach with members in accordance with established protocols. With our new cloud-based contact center technology, MTM offers extensive flexibility and enhanced service capabilities for communications and outreach activities, including live agents and automated messaging if permitted. Re-enroll members who are close to benefit expiration.Provide education to reduce emergency room utilization.Inform members of benefit details and limits.Introduce newly eligible members to their health plan.CSRs can provide both inbound and outbound calling to: In particular, CSRs are skilled in assisting health plans in reaching out to members. Our CSRs are true extensions of our clients, and our array of contact center services allow you to maintain precise focus on your core business. Outside of scheduling and reservation functions typical in our transportation contracts, MTMвЂ™s contact centers offer solutions for nearly every customer service scenario. *Note: In April, MTMвЂ™s contact centers in New York City and Jackson, Mississippi had not yet begun taking calls.Д¬ongratulations to each contact center, and thank you for your ongoing commitment to providing excellent customer service. In April, all six active contact centers achieved this goal and set a new MTM-wide record monthly quality score of 97.3673%.Д®ach location well exceeded the 95% goal: Every month, our contact centers strive to attain tier three quality-or, average quality scores above 95%. This dedication was recognized with all-time best quality scores in April. MTMвЂ™s dedicated Customer Service Representatives (CSRs) take great pride in providing superior customer service day in and day out. Below is a snapshot of the highs so far this year, as well as insight into whatвЂ™s in store for the rest of the year. 2014 is already proving to be an excellent year for customer service at MTM, and only promises to get better as the months pass. Responsible for handling more than four and a half million calls every year, MTMвЂ™s contact centers are geographically dispersed, ranging in location from Minneapolis, Minnesota to New York City. Since our inception, MTM has offered customer service operations with supreme attention and focus on quality, reliability, and responsiveness. MTMвЂ™s eight contact centers are at the heart of our operations. Join Our Network вЂ“ Be a part of our nationwide network of 1,250 service providers.Provider Training & Resources вЂ“ Equip & educate your company for success.Online Access вЂ“ View your companyвЂ™s credentialing & scheduling information.Paratransit, Fixed Route & Shuttle Services.

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