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Conduent Named a Leader in 2021 ISG Provider Lens(TM) Contact Center - Customer Experience Services Reports

Thu, 04 Nov 2021 12:45:00 GMT

Company noted for Customer Experience capabilities and services in Digital Operations, AI/Analytics, Work from Home, Social Media CX

FLORHAM PARK, N.J., Nov. 04, 2021 -- Conduent Incorporated (Nasdaq: CNDT) today announced Information Services Group (ISG), a leading global technology research and advisory firm, has recognized the company as a “Leader” in their 2021 ISG Provider Lens™ Contact Center – Customer Experience Services Global report.

ISG’s 2021 reports evaluated the contact center - customer experience services of 28 companies in four categories – Digital Operations, AI/Analytics, Work from Home, and Social Media CX – across the U.S, UK/Europe and Globally. Conduent was named a leader in all four categories in the United States, and across multiple categories globally. The report defines “Leaders” as having highly attractive product and service offerings, strong market and competitive positioning, and innovative strength and stability.

ISG analyst comments highlight Conduent’s strengths in the following areas:

Successful shift in delivering advanced solutions and automation-based services for its impressive client portfolio and supporting its traditional clients to transition to next-generation CX solutions.
Delivery of intelligent and innovative AI and automation solutions with an extensive partner ecosystem.
Long history of multi-location collaboration tools and methods which it has leveraged into an effective work at home portfolio
Delivery of strong solutions and services within the Social Media CX Services area in the U.S. based on organic and partner ecosystem products, solutions and platforms with innovative analytics and AI capabilities integrated throughout.
Leadership across all Buyer Archetypes, from ISG’s Archetype Report, measuring the capabilities of contact center service providers and their abilities to address the requirements of three typical, frequently encountered archetypes of enterprise buyers (Automation Embracers, Digital Connoisseurs and CX Evangelists.)

“With a renewed focus on strategy and portfolio expansion, Conduent is highly committed to deliver superior customer experience by bringing its differentiated solutions to clients,” said Namratha Dharshan, Director of Research and Principal Analyst, ISG.

“Whether it is a live interaction with a person, a digital interaction or a combination of both, Conduent is committed to providing outstanding customer contact services globally through the channels and tools that clients and customers want,” said Randall King, President, Commercial Solutions at Conduent. “ISG’s recognition of that commitment and leadership is validation that our focus on digital transformation solutions along with our experience and partnerships, is leading the way in delivering exceptional services to our global clients.”

Conduent delivers mission-critical omnichannel customer experience management services and solutions, both human and digital, via its global presence in 24 countries with 114 delivery locations and approximately 60,000 associates.

To read a custom version of the Global report, please click here

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology, and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs, and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including three out of every four U.S. insured patients, 10 million employees who use its HR Services, and nearly 18 million benefits recipients. Conduent’s solutions deliver exceptional outcomes for its clients including $16 billion in savings from medical bill review of workers compensation claims, up to 40% efficiency increase in HR operations, up to 27% reduction in government benefits costs, up to 40% improvement in finance, accounting and procurement expense, and improved customer service interaction times by up to 20% with higher end-user satisfaction. Learn more at https://www.conduent.com.

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Conduent is a trademark of Conduent Incorporated in the United States and/or other countries. All other product and brand names are trademarks and/or registered trademarks of their respective companies.

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Conduent and Experian Health™ Team Up to Speed Patient Access to Prescription Drug Assistance during Pandemic and Beyond

Tue, 17 Nov 2020 13:45:00 GMT

FLORHAM PARK, N.J., Nov. 17, 2020 (GLOBE NEWSWIRE) -- Conduent Incorporated (Nasdaq: CNDT), a business process services and solutions company, has announced a commercial agreement with Experian Health, a leading provider of revenue cycle management products that include patient engagement , patient access and patient collections . The agreement enables Conduent’s digital IntelliHealth ™ platform to connect with Experian’s consumer data and electronic income verification tool to speed prescription drug assistance approvals and shorten prescription fulfillment and time to therapy.

The collaboration is expected to streamline access to free prescription drug assistance benefiting up to 28 million Americans with no or limited healthcare coverage, and more than 12.6 million Americans reported to be jobless by the Bureau of Labor Statistics.

Healthcare Patient Benefits

Every year over $13 billion worth of prescription medicines are provided at no cost to people who can't afford their medications. To qualify for free prescription drugs, PAP applicants must demonstrate financial need by submitting evidence of family income, family size, and if applicable, their healthcare financial burden. Now patients have a quick and easy paperless proof of income option that eliminates the need for W-2 or tax return submission. Experian’s Patient Financial Clearance leverages credit bureau-exclusive predictors and verified income data to deliver real-time income estimation of all household income.

“Combining Conduent’s patient access technology with Experian’s data now provides a complete financial picture that can validate patient demographics in seconds and greatly improves delivery of patient assistance program services during a time of high need,” said Anthony Bianchini, General Manager Conduent Pharma Life Sciences. “The addition of Experian’s financial data tool aligns seamlessly with our continuing commitment to making healthcare more accessible, affordable, and effective for all.”

“Experian has a 40-year history of using data for good and our work with Conduent furthers that mission,” said Matt McGrath, Vice President of Pharmacy Strategy at Experian Health. “Our solution eliminates requiring a patient to locate and provide financial records, allowing the focus to be on recovery instead of worrying about how to obtain the right treatment.”

For the past 30 years, Conduent has helped the nation’s leading pharmaceutical companies deliver patient assistance programs that help countless patients get access to the medications they need, while reducing physician administrative burdens. Learn more at https://www.conduent.com/healthcare-solutions/ .

About Conduent

Conduent delivers mission-critical services and solutions on behalf of businesses and governments – creating exceptional outcomes for its clients and the millions of people who count on them. Through our dedicated people, process and technology, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward.

Conduent’s differentiated services and solutions improve experiences for millions of people every day, including two-thirds of all insured patients in the U.S., 10 million employees who use its HR Services, and nearly 18 million benefit recipients. Conduent’s solutions deliver exceptional outcomes for its clients, including $17 billion in savings from medical bill review, up to 40% efficiency increase in HR operations, up to 27% reduction in government benefits costs, up to 40% improvement in finance, accounting and procurement expense, and improved customer service interaction times by up to 20% with higher end-user satisfaction. Learn more at www.conduent.com .

About Experian Health

At Experian Health, we serve more than 60 percent of U.S. hospitals and more than 7,700 medical practices, labs, pharmacies and other risk-bearing entities with data-driven platforms and insights that empower our clients to make smarter business decisions, deliver a better bottom line and establish strong patient relationships. We are part of Experian, the world’s leading global information services company, providing us access to deep data and analytics capabilities that complement the strong healthcare heritage rooted in our legacy companies. Our industry-leading solutions span revenue cycle management, identity management, patient engagement, and care management. Experian’s strength comes from more than 17,800 people operating across 45 countries, and every day we’re investing in new technologies, world class talent and innovations that help our clients maximize every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

For more information about Experian Health, visit http://www.experianhealth.com .

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Conduent Teams with PayPal to Make Child Support Payments Easier, More Secure

Fri, 20 Sep 2019 12:45:00 GMT

FLORHAM PARK, N.J., September 19, 2019 — Conduent Incorporated (NYSE: CNDT) today announced a collaboration with PayPal that will simplify secure child support payments made by employers and individuals in the United States.

Using Conduent’s ExpertPay® platform, users can now make payments to child support agencies in all 50 states via their PayPal accounts. The accounts are easily linked to ExpertPay, which securely and quickly distributes the funds to the agencies. This eliminates the need for credit card or bank information for the transaction.

As the only multistate child support payment portal in the nation, ExpertPay provides a convenient alternative to traditional, manual methods of making and managing payments. It ensures compliance with state-level remittance requirements and is ideal for making multiple payments at one time, including to different states. ExpertPay is currently used by more than 275,000 employers, payroll processors and non-custodial parents.

“As a market leader in child support, we’re teaming up with PayPal to offer businesses and citizens more convenient and secure options,” said Mark Brewer, President, Global Public Sector Solutions, Conduent. “This collaboration also supports the mission of our state government clients, which must ensure child support payments are delivered to the families and children who need them.”

According to PayPal, there are 277 million active account holders. PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid.

Conduent currently processes more than one-third of the nation’s child support payments. The company recently received the 2019 Corporate Associate of the Year Award from the National Child Support Enforcement Association. The award recognizes its many years of advocacy and active partnership with stakeholders in the child support community.

Conduent helps government agencies transform their operations and business processes to better serve constituents. Delivering innovative solutions through analytics and data, and by working with companies like PayPal, Conduent offers solutions for government payments and health care, as well as eligibility and enrollment, child support and case management.

About Conduent

As one of the largest business process companies in the world, Conduent manages mission-critical interactions at massive scale – helping global businesses and governments stay ahead of rapidly evolving expectations. We leverage the power of cloud, mobile and IoT, combined with innovations in automation, AI and blockchain technologies, to elevate every constituent interaction, and deliver advanced digital experiences that are more efficient, seamless and satisfying. It’s why a majority of Fortune 100 companies and over 500 government entities depend on Conduent to manage essential interactions on their behalf and move their operations forward.

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Conduent Report: Half of Consumers Dissatisfied With Their Technology Suppliers

Thu, 26 Oct 2017 12:30:00 GMT

FLORHAM PARK, N.J.– We’ve all experienced a frustrating interaction with customer service. You call expecting a simple resolution to a problem, but 30 minutes and multiple customer service representatives later, you’ve had to repeat your account information and issue for each person you’ve spoken with and still haven’t resolved the problem. Therefore, it’s not surprising to learn that half (47 percent) of technology supplier customers are dissatisfied, according to a new analysis from Conduent Incorporated (NYSE: CNDT) - the first in a series of reports on the state of customer experience across the high tech, communications, and media industries.

Personal Data Use Improves the Customer Experience
Despite most (76 percent) customers providing personal data to their technology suppliers (hardware suppliers, ecommerce websites, software providers, etc.), 59 percent of customers believe these brands do not know them, an increase of 16 percent from just two years ago. While using data more effectively has been a major focus for technology brands to improve the customer experience, the research shows a divide exists between the data coming in and the enhanced experience customers receive.

With 8 percent of customers willing to change suppliers if their data was used in a better way and 14 percent willing to change suppliers for better service, high tech suppliers need to create a tangible value exchange for personal data. Putting customer data to good use and demonstrating time and cost savings gives the sector a huge opportunity to improve satisfaction, customer experience and drive loyalty.

“Data, predictive analytics and automation are combining to enable new levels of immediacy, personalization and convenience across channels and can help close the gap in customer experience,” said Christine Landry, group chief executive, Consumer & Industrials, Conduent. “By getting to better know the customer and their preferences, we boost efficiency and improve their experience across all the places they interact with a brand, which increases brand loyalty and ultimately cost savings for the provider.”

Secure Data is Critical
At the same time, customers still have concerns about the security of their data and how it will be used. Technology brands need to assure customer data is secure and will be used to tailor communications to better serve them. And soon, technology brands in Europe will be under increased regulation under the General Data Protection Regulation (GDPR) to help ensure that customer data is protected – or face penalty.

Brands applying customer data securely and in the right way will be able to deliver an enhanced support experience to 100 percent of the customers that provide personal data. Data must be centralized and accessible to ensure a consistent and seamless experience regardless of the channel the customer uses to interact with the brand.

Brands Now Must Appeal to Three Types of Customers

Do-It-Yourself Heroes (24 percent of respondents) are digitally immersed and will look to self-help (website self-help, app self-help, and virtual assistant) to avoid person-to-person interaction.
Digital Conversationalists (27 percent of respondents) like to engage with people digitally (email, website web chat, social media) and are inclined to self-solve.
Conversationalists (49 percent of respondents) seek human interaction through face-to-face or phone communication.

The Customer Journey is Going Digital

Digital channel usage (email, website webchat, social media, self-help, etc.) has increased 65 percent between 2015 and 2017.
On-device help, social media and virtual assistant are three channels that are expected to experience the largest usage increase.

With Multiple Channels, Consistency is Key

Brands are receiving more than 80 percent of questions over four different channels, but customers experience stark differences in satisfaction between these channels.
Brands need to do more than just offer customer service over multiple channels, they need to focus on creating a consistent experience across all channels offered.

Resolution Needed in 10 Minutes or Less
According to our research, 10 minutes or less is the optimal time period to satisfy customers across the majority of channels.

“New technology gives us endless ways for customers to interact with the brand, but most tech brands are offering disjointed and siloed ‘omnichannel-esque’ support today, leading to lower satisfaction,” said Landry. “Our research has identified the need for an enhanced experience across every touch point that matches the quality and experience of the products and services tech brands sell. Conduent’s next-generation customer care enables our clients to connect seamlessly with their customers via the communication channel of their choice.”

Conduent has more than 25 years of experience providing call center services for global companies and handles more than 2.5 million daily interactions in 30 languages with customers of the world’s top brands.

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About the Study:
The State of Customer Experience 2017 study was conducted via an online panel in August and September 2017 on behalf of Conduent and surveyed 6,000 consumers in the United States (2,400), the U.K. (1,200), Germany (1,200) and the Netherlands (1,200). The study will be available in three editions: Technology Edition, Communications Edition and Media Edition. Conduent measured the state of customer experience in the same industries in its Customer Experience 2015 study.

About Conduent
Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation and analytics. The company’s global workforce is dedicated to helping its large and diverse client base deliver quality services to the people they serve. These clients include 76 of the Fortune 100 companies and over 500 government entities.

Conduent’s differentiated offerings touch millions of lives every day, including two-thirds of all insured patients in the U.S. and nearly nine million people who travel through toll systems daily. Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both its clients and their constituents. Learn more at www.conduent.com.

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