CorporateBusiness Services

June 22, 2016

CTI is coming to CGS on June 27th!

What is CTI? CTI is an innovative call center technology that captures and validates customer information before they reach a customer service advocate.

Why is that important to you? Pre-validation on the front end means you have more time to talk with an advocate. Plus, CTI lets you select from a variety of customer service options so our advocates have everything they need to assist you more quickly.

Starting June 27th, all suppliers will be asked to enter their identifying information into our CTI system. This is the same information you previously had to provide verbally when you spoke with an advocate. CTI will then access the Medicare system to validate your information and it will automatically transfer and display that information to the next available advocate.

CTI even gives you the ability to pre-select the reason for your call (such as claims, prior authorization, etc.). That means, when you are connected with a customer service advocate, they automatically have your information available and they are ready to provide you the best possible customer service experience.

To assist you with CTI, we have created a high level description of the menu functions. You can view the CTI Flow located at http://cgsmedicare.com/articles/cope33238.html

Remember! CTI begins June 27th!

 

 


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