UPMC Improves Agent Coaching  and the Bottom Line with Conversation Intelligence
UPMC Improves Agent Coaching and the Bottom Line with Conversation Intelligence

Prior to implementing conversation intelligence, the UPMC Health PlanMember Services team faced challenges in their manual QA process, but they were determined to overcome them and find effective solutions. UPMC adopted the CallMiner conversation intelligence platform to analyze and score 100% of member calls, instead of just a fraction of them.