Customer engagement levels have been raised for the University of Pittsburgh Medical Center Health Plan since its collaboration with Genesys Telecommunications Laboratories. Recently, a UPMC customer care agent received a phone call that, at first, seemed like another general coverage question. But, after the addressed the member’s initial inquiry, something extraordinary happened.  UPMC’s customer service technology, developed by Genesys, alerted the agent that the member was overdue for her annual mammogram. This was....

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