Omni-Channel Support for Modern Payers
Deliver consistent, connected experiences across phone, chat, email, and portals — while reducing costs and handle times.
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
Optimal Connections for Optimal Results
Consultative
We collaborate with you to architect contact center solutions tailored to your operations, combining automation with staff expertise.
Effective
24/7/365 engagement, significantly lower wait times, and seamless interactions across channels help you meet demand without compromising consistency.
Impactful
Our team is protocol-trained and supported by quality assurance systems to maintain accuracy and reliability.
Agile
Adaptable deployment — whether augmenting existing functions or fully managing omni-channel support, we flex to your volume and complexity.
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
Empowering You in Multiple Ways:
Reduced Call Wait Times
Optimized Resources
Enhanced Member Satisfaction
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