Beaverton, Oregon (PressExposure) November 30, 2011 -- TriVium Systems, Inc., announces the successful implementation and roll-out of its SonicView Call Recording solution at Freedom Health, the nation's largest health insurer, which is also ranked as the 7th fastest growing U.S. Company (according to the 2009 Inc. Magazine Top 500). Implementation of Freedom Health's new SonicView call recording system began in September 2010 for an open enrollment period that started October 15, 2010. By now the system has been tested with peak call volumes of over several tens of thousands of calls a day, proving its robustness in a high volume call center environment.
The call recording system from Trivium was chosen for the following objectives:
· Quality Assurance - Recording calls ensures best practices and training.
· Evidence of transactions - Important as proof for phone-based transactions.
· Compliance Monitoring - Meet industry regulations. Meet requirements of accountability and patient data security as per the U.S. Health Insurance Portability and Accountability Act (HIPAA) legislation
· Dispute resolution : in the event a customer claims she was told something was covered when it was not, the voice recording will reveal if an agent gave incorrect information, or if the customer did not register what was said. The stored call records can be encrypted for security and access to those records can be restricted with specified and predefined criteria.
Benefits that have been experienced by Freedom Health include reduction in operating costs, increase in agent quality scores, increase in sales, and an increase in management productivity.
SonicView Call Recording, an enterprise grade call recording platform, provides the most comprehensive call recording features and functionalities found in the marketplace today. The system can be configured as a trunk-side or a station-side call recording platform. SonicView trunk-side supports T1, PRI, Analog and SIP trunks and is PBX agnostic, making it a future-proof investment. SonicView station-side recording supports digital, analog and IP phones. The application provides a user-friendly, Web-based interface that makes it easy to access recordings from any PC located on the network without needing to install any proprietary client application. It is built using the latest application architecture and provides a state-of-the art user interface to improve ease-of-use and enhance user experience.
Freedom Health is a Tampa, Florida-based Medicare and Medicaid insurer that has seen a 10,035% increase in revenues since its inception in 2004. With 2009 revenues of nearly $183 million, the company employees more than 230 people and offers 20+ plan options under the Medicare Advantage federal healthcare program umbrella. Freedom Health has also been ranked the #1 best benefit value the last four years running by the National Committee for Quality Assurance and was awarded the Senior Choice Gold Award for Excellence in Medicare Benefits Value from Medicare News Watch for four consecutive years (2007-2010).