Virtual Benefits Administrator Launches an Omnichannel Customer Support Solution
VBA, a leading-edge software design company revolutionizing the insurance industry, introduces the official launch of their omnichannel communication application, VBAVoice.
VBAVoice, supported by Twilio, delivers the power and convenience of an Intuitive Voice Response (IVR) application, instant messaging and push notifications with real-time integration to VBAGateway through a cloud-based solution. Through the connection to VBAGateway, critical information like provider eligibility, claims, authorizations, enrollment and member eligibility for both standard and non-standard benefit plans is accessed with rapid speed.
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This integrated IVR, chat and push notification solution supports payer customer service operations by reducing call volume for simple transactions. VBAVoice also gives users the ability to notify members about important events like open enrollment, care alerts, processed claims and more via email, push notifications and the message center.
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With this product, customers receive an omnichannel experience that reduces administrative costs and overhead while enabling them to select their preferred methods of communication. VBAVoice can be used for an array of benefits and eligibility transaction types, allowing representatives the ability to instantly view a member’s claims, eligibility history and any other information within the VBAGateway portals while a call or chat is initiated.
“VBAVoice furthers our efforts to deliver the future of benefits administration to our clients by conveniently supporting customer service operations and allowing clients to evolve their business without additional overhead. Your capabilities are truly limitless with VBAVoice,” said Rich Pierce, CTO of VBA.
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