Intelligent Contacts
The Unification of Communication and Payments

The rapid evolution of technology has brought businesses to an interesting crossroad. Work no longer pertains to a specific desk phone or computer screen; organizations must meet customers where they are and personalize the experience using the immense (if not untapped) potential of unified communication.

Intelligent Contacts, an innovative cloud contact center communication, billing, and payment software provider, infuses the core concept of unified communication into everyday business practices. By offering one platform with endless possibilities, it streamlines agent workflows and makes every interaction count across all preferred communication and payment channels, leading to reduced operational costs, increased productivity, and improved customer satisfaction.

While its clientele is spread across healthcare, finance, government, and non-profit sectors, healthcare and financial services organizations mostly seek its services due to the inherent complexity of their business.

Intelligent Contacts provides a suite of solutions for the healthcare sector that seamlessly connects with different hospital locations, departments, and physician networks. The easy-to-deploy software suite and mobile solutions improve the payment experience through a centralized billing feature.

“A positive patient experience is paramount to healthcare success. However, too often, a cumbersome billing process can impede the overall care experience. We have designed a web portal to optimize billing workflows and enhance the overall experience for patients and healthcare providers alike,” says Jeff Mains, CEO, Intelligent Contacts.

The web portal enables agents to support patients through their preferred communication channels—email, text, or phone. It presents a complete picture of all interactions and ensures patient engagement remains robust across multiple touchpoints. Patients can also log in, check balances, view plan benefits, file online disputes, see the payment history, and apply for financial assistance if they qualify for charity care.

The built-in self-service feature of the portal further enables customers to obtain answers without the hassle of contacting agents every time.

Since the portal houses an intelligent IVR powered by AI and ML, it resolves queries regarding payment plan changes. It can evaluate settlement requests and recommends suitable payment options, bringing down labor costs while delivering the same level of service and patient experience.

A recent case in point involves a company that faced challenges due to labor shortage, which impacted customer satisfaction. Intelligent Contacts’ solution offered the client self-service options that optimized operations while reducing hold time. Its multi-communication and data analysis capabilities aided in improving scheduling and customer issue resolution time. This ultimately led them to achieve their customer satisfaction goals.

A positive patient experience is paramount to healthcare success. However, too often, a cumbersome billing process can impede the overall care experience. We have designed a web portal to optimize billing workflows and enhance the overall experience for patients and healthcare providers alike

Intelligent Contacts is synonymous with many similar client success stories. For financial service providers, Intelligent Contacts delivers advanced and specialized solutions, including the dynamic disclosures tool that provides legal details required by the agency, privacy policies, and preferred language access.

To tackle the current inflationary environment and market uncertainties, Intelligent Contacts is working round the clock to eliminate unnecessary, complex, and outdated systems to maximize workforce efficiency and reduce expenses. The company is all set to drive clients to a new world where every workflow is seamless, and customer communication is impactful and satisfactory.