Hackers Breach Medicaid Records, Contact Solutions Deploys Help Line within Hours to Assist State Agency’s Response to Concerned Residents

Share Article

Cloud-based IVR provides updates, informs residents if social security number was stolen

We created the solution and took it live in less than eight hours. The agency that was hacked was very concerned about keeping its constituents informed, so we worked closely with them to ensure that our solution could be updated in real time.

When a western state was overwhelmed recently with thousands of phone calls from residents concerned about a Medicaid data security breach, officials needed a way to respond quickly to the crisis. Within hours of receiving authorization to address the problem, Contact Solutions, a leading provider of cloud-based customer self-service solutions, supplied the affected state agency with an IVR “help line” that provided callers with updates and information pertaining to their potential risk.

State residents were understandably concerned about identity theft upon learning of the security breach. The successful cyber-attack on the state’s computer servers gained access to Medicaid records that included social security numbers or other personal information for several hundred thousand state residents. Once the breach was disclosed to the public, the state received thousands of inbound calls it did not have the capacity to answer- leaving worried constituents uninformed and frustrated.

“We worked with a business partner to create a stable, secure and dynamic IVR solution to inform citizens and help manage the crisis,” explained Paul Logan, CEO of Contact Solutions. “We created the solution and took it live in less than eight hours. The agency that was hacked was very concerned about keeping its constituents informed, so we worked closely with them to ensure that our solution could be updated in real time and evolve in functionality as the situation unfolded.”

The solution, which can be scaled to support millions of calls a day, supports two languages and allows the state to quickly change messages heard by callers to reflect the most current information available. Once the initial solution was deployed, Contact Solutions’ industry award winning Continuous Improvement Practice immediately began analyzing caller behavior to find opportunities to improve solution performance and create a better caller experience.

For example, the Contact Solutions Continuous Improvement team determined that a large percentage of callers wanted to know if their social security numbers (SSN) were stolen. By quickly adding functionality to the IVR that would allow callers to enter their SSN and hear if it was among those compromised, Contact Solutions was able to significantly reduce the number of calls transferred to the state’s call center agents. This achieved the state agency’s goal of keeping its constituents informed throughout the crisis by providing a better caller experience while also reducing the overall costs of service delivery.

About Contact Solutions
Contact Solutions LLC provides solutions that continuously improve the customer experience and transform call center processes while reducing operational expenses. Guaranteed. Our clients achieve superior lifetime ROI and higher customer experience ratings for their automated solutions because, for years after initial deployment, our unique Continuous Improvement Practice keeps raising the bar on performance. Contact Solutions is one of the top five largest hosted IVR providers in North America, and received a 2011Product Differentiation Excellence Award from Frost & Sullivan for our Customer Experience (CX) Framework.

Share article on social media or email:

View article via:

Pdf Print

Contact Author

Margaret Brown

John Hibel
Visit website

Media

Contact Solutions Logo