MMM Healthcare is Assisting Contact Center Agents by Automating Processes

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"Uniphore’s product development and go-to-market strategy is focused on automating customer service operations. It is a pioneer in delivering conversational AI capabilities and has a differentiated value proposition for organizations looking to automate and optimize processes across the customer service value chain. "

Amardeep Modi, Practice Director

The Everest group logo on a green background provides Agent Guidance.
The mmm logo on a green background symbolizes efficiency and progress in workflow automation.

About the Client

MMM Healthcare, a sister company of InnovaCare, has been one of the leading plans in health services under the Medicare Advantage segment in Puerto Rico. When MMM began in Puerto Rico, roughly 20 years ago, it implemented a new way of meeting the health needs of the Medicare and Medicaid beneficiary population by establishing the Medicare Advantage segment on the Island for the first time.  

Growth and success in the business over time has contributed to complexity in the contact center. With over 12 separate systems for servicing customers, the contact center leadership engaged Jacada to simplify, unify, guide and automate the numerous systems for their contact center agents. The goal in this engagement is to improve efficiency and experience for both their agents and their customers for customer servicing engagements. 

Our Approach

Uniphore is helping MMM simplify contact center operations with real-time agent assist which includes task automation all in a unified agent desktop to boost efficiencies and health outcomes. We integrated 12 core systems into a single unified application and replaced a legacy case management application with automated workflows. The now integrated case management drives improved process compliance and SLA management across the workforce.  

Member 360 view, interaction history, alerts related healthcare gaps, and next best action are all benefits of the [Uniphore] solution. Real-time agent assist guides customer service representatives through the entire interaction. Automations aimed at after call work generate automated notes saving agents a significant amount of time. 


  • Minutes, not Days: Agents use automated workflows and assist members in real-time, eliminating the need for back office work and follow-ups 
  • Average handle time (AHT) had been reduced by 2 minutes 
  • 33% reduction in training time due to the simplification of the agents workspace and automation of processes 
  • Member experience improved due to the new personalized and prompt service experience 

What's Next

We’re pleased to see our client broaden the deployment of the solution to other use cases, capabilities, and contact centers in an effort to increase the realized benefits even further.