CONTACT CENTER
Give Members & Providers Fast, Confident Answers
Blend payer-trained agents, integrated knowledge, and automation to cut wait times, reduce transfers, and improve satisfaction while protecting SLAs and quality scores.
Not Just a Vendor.
A True Extension of Your Team.
Imagenet solves the most persistent payer contact center challenges—from fragmented systems to high attrition—with smart staffing, real integration, and operational agility.
Seamless System Integration
Agents are trained inside your platforms—Epic, Salesforce, Talkdesk—using your logins to deliver branded, in-house-feeling service.
Operational Depth, Not Just Voice
We handle member/provider calls and enrollment, credentialing, data entry, and application tracking to ease your internal workload.
Rapid Deployment & Flexibility
We can launch new campaigns, policies, or platform support in days—not months—so you stay responsive and SLA-compliant.
Quick, Customizable, and Scalable
Our contact center solution integrates automation, multi-channel support, and advanced routing to deliver responsive member and provider engagement. Deployed within ~30 days, it helps reduce manual loads and scale efficiently to meet surges — all while improving response quality and consistency.
Capabilities at-a-glance
Member & Provider Support
Omni-Channel Engagement & Call Handling
Credentialing & Verifications
99.9%
Quality Assurance Score
90%
Of Calls Answered in Less Than 30 Seconds
0.1%
ABN Rate
Committed to Talent, Training, and Quality
We hire deeply experienced individuals with expertise specific to your needs, prioritize in-depth training on your protocols, and closely monitor agent interactions to ensure the highest quality interactions. We also meet with you weekly to discuss performance and share key metrics, including:
Average handle time and hold time
Number of calls handled
Number of calls handled per agent
Accuracy percentage and quality percentage
Case Study: Imagenet Decreases Contact Center Wait Times From 3.5 Hours to Less Than 30 Seconds
A not-for-profit health plan with 600,000+ members was preparing to open enrollment for a new plan. Even prior to the anticipated call surge, current contact center wait times stretched over three hours. We took over contact center operations and quickly hired 25 agents in just two weeks. The result: 85% of calls answered in less than 30 seconds and a 48% drop in abandoned calls.
See What Imagenet’s Contact Center Solution Can Do for You