Customer Service for Health Insurance

Eight major health insurance companies rely on our GDPR compliant contact center solutions.

Become a leader in digital health!

Dear customer service and IT managers. Dear those responsible for digital communication and innovation management,

Did you know that in Germany and Switzerland, around 11% of GDP is spent on healthcare? Despite this, both countries are among the laggards in digital health. Various trade associations in the healthcare industry have joined forces to make Germany the benchmark of e-health. We want to support this goal and take you on a journey through the service center of the modern health insurance company.

How well does your health insurance company carry out its digital communication service mandate?

How does your insurance company become a trusted advisor and companion to insured persons and new customers?

How do your customer service representatives proactively draw attention to the latest offers without violating guidelines?

How focused is your health insurance company on customer satisfaction and customer loyalty?

What motivates insured persons to interact with your health insurance company?

Why should people switch to your insurance company? Are there only cost advantages, or do you also offer performance advantages in customer service?

Why to choose Cisco and Bucher + Suter?

Secure and Resilient

Cisco and Bucher + Suter have decades of practical experience developing solutions exactly tailored to our healthcare customers. As your partner, we’ll work with you to overcome the challenges on the way to e-health!

With the Cisco and Bucher + Suter health insurance initiative, you have the unique opportunity to position your contact center at the forefront of e-health.

Interested?

Contact me for more information!

Matthias Rose

Senior Consultant for Service Center Integrations

I have over 20 years of contact center industry experience, and will listen focus on your challenges, so that we can approach them strategically, together. I’ve gained the trust of many prestigious clients in the healthcare market. In my personal life, I enjoy nothing more than spending time with my family in the great outdoors.

Whether in the background or on-site: Bucher + Suter’s uncomplicated and approachable manner, their quick and appreciative support and their willingness to help, have made a great impression on our service center colleagues.

Andreas Fischer, Head of Customer Service, AOK Nordost

At Cisco, we’re cloud first, but not cloud only. Today, most of our 30,000 contact center customers are running on-premise solutions. But in most of our current projects, customers and prospects do discuss cloud and hybrid deployments with us in preparation for their future requirements. We’re glad to have Bucher + Suter with their wealth of experience to assist our customers in Europe in finding their own path and pace to the cloud. With their expertise they are a great partner to implement and operate any possible deployment model based on Cisco’s award-winning contact center technology.

Amy Chang, Former Senior Vice President of Cisco‘s Collaboration Technology Group

We are ushering in a new era of digital customer service thanks to state-of-the-art service center technology. With the goal of building a flexible, scalable, and highly available service center platform while reducing fix costs, Bucher + Suter is helping us write a new chapter in our success story.

AOK Nordost

Want to know more? Great, let’s get concrete!

AIC4 Tested and GDPR compliant!

Conversational AI for health insurance companies

Time saving through automation
Increased efficiency and accessibility in administrative processes
Managing peak times in your contact center
Churn prevention: artificial intelligence can be used to identify customers at risk of churn

Dive deeper and learn more about AI bots

Unified user interface

Healthy Agent Desktop Strategy

Your service center receives hundreds of customer requests a day and you want to process them accurately. With Finesse, data from your ERP or CRM is available, quickly. All relevant customer information is provided in the customizable “Agent Cockpit” to process the requests holistically and successfully. All customer service agents, case workers, and case managers should work with the same end-to-end designed and unified communication solution.

Build your optimal desktop strategy

All health insurance teams work with the same application

Integrate the back office and compensate for overloads

Provide your employees industry-leading working conditions

Let your customers choose how they reach you

Omnichannel Routing

Customers approach their insurers using a variety of channels. When inquiries are not answered satisfactorily in a reasonable amount of time, customer satisfaction drops and the company risks increased customer churn. How can a health insurance company keep up with this flood of data from a wide variety of communication channels? With an end-to-end routing strategy tailored to its needs!

Oversee your contact channels

Become the master of your business processes

Supervisor console and administration for healthcare

The barrier-free and web-based Supervisor Management Console (SMC) serves as the central control element for administration and configuration in the daily operation of the service center. With minimal installation effort and location-independent operation, health insurers can define opening hours, modify announcements and make routing adjustments themselves.

Become the master of your business

Holistically prepared service center data

Analytics with Microsoft Power BI

b+s CCBI is a business intelligence solution based on Microsoft’s Power BI for the Cisco Contact Center Enterprise (CCE), available on-premise, hybrid or from the cloud. Finally, you can view your healthcare service center data holistically. Select values that interact across diagrams to show selected problem areas at a glance.

Visualize your contact center data

Live presentation

Workforce and quality management for healthcare companies

Check the advantages of Calabrio’s WFM & QM

Put power to work and save time at every meeting

Unified communication with Cisco Webex

Designed to break down barriers, connect people, and empower exceptional work – from anywhere. Seamless collaboration, intelligent hybrid work experiences, and smart customer experiences with built-in security, privacy, and insights enable better experiences.

Break down barriers!

Accelerate business success

Work securely from home

With the abrupt shift to work-from-home, a number of security challenges have arisen that make it difficult to keep your health business running in an entirely new environment or at a large scale. It places unforeseen burden on your security and IT teams who must provide rapid support for an unprecedented number of remote workers and their devices – all without compromising security. The Cisco Secure Remote Worker solution brings together scalable user and device protection, making it easier for you to verify, provide secure access, and protect remote workers from threats anytime, anywhere.

Learn more on the product page

Made for healthcare companies

GDPR compliant private cloud

Free yourself from the overhead of running your own IT operations. Devote yourself entirely to the further development of your services, the introduction of new contact channels and services, and the optimization of your customer contact strategy. Benefit from stable and secure platform operation including all maintenance with automatic updates and upgrades in our cloud operating environment. All solutions are available from the secure cloud.

Free yourself from IT operations

Fact Sheets

AOK Nordost and the State of the Art Contact Center

Videos

UC & CCE out of b+s Cloud (ISO, GDPR, SGB) CDX Day 2021
Your own path and pace to the cloud with Cisco Contact Center Spring Webinar 2020

USA

Switzerland

Germany

Bucher + Suter Inc
4600 S Syracuse St, 9th Floor Denver, CO 80237

+1-800-917-9060

info@bucher-suter.com

Bucher + Suter AG
Lindenpark, Lindenhofstrasse 1 CH-3048 Worblaufen / Bern

+41 31 917 52 00