seamless customer experience focused on engagement and retention
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Overview
Enterprises in the healthcare ecosystem manage diverse member and provider interactions across multiple channels, care touchpoints, and service scenarios that directly influence satisfaction, outcomes, compliance, and star ratings. Infosys BPM supports healthcare organizations with end-to-end customer experience services that enable responsive, scalable, and insight-driven engagement across the member and provider lifecycle.
Key stats
11200+ Customer service professionals worldwide
33 Languages supported
400+ Transformation projects
24x7 Customer support
Solution offering
Health plans, hospital systems, and integrated delivery networks manage high volumes of interactions from two distinct end customers - members seeking coverage, care, and benefits guidance, and providers navigating credentialing, claims, and administrative workflows. Infosys BPM enables seamless engagement across both audiences through domain-aligned talent, unified digital platforms, and data-driven insights.
Our AI-first approach supports omnichannel engagement across phone, portal, chat, and mobile leveraging conversational AI, intelligent self-service, and proactive communication to drive call deflection and seamlessly route interactions to the most appropriate channel. By shifting routine interactions away from voice, we reduce administrative burden for providers, improve member access and health literacy, optimize cost-to-serve, and ensure smooth escalation to live agents when needed across enrollment, care support, and claims journeys.
Services covered
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Member and provider contact center services |
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Technical support |
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Social media support |
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Collections |
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Contact center maturity assessment |
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Workforce management |
Point solutions
- AI-first customer support model
- Omnichannel customer engagement and interaction management
- Intelligent routing and unified agent desktop
- Agent assist (customer 360, digital nudges, automated call wrap, Virtual Assist)
- Knowledge management
- Conversational AI, NLP, and IVR solutions
- Self service portals and automation
- Real time sentiment analytics and reporting
- Proactive engagement
- 100% Automated QA
- Language and accent neutralization
- Analytics CoE
- Dashboard & reporting
Resource center
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