Analyst firm Everest Group positioned Conduent as a leader – its highest designation – in both their “Healthcare Payer BPO – Service Provider Landscape with PEAK Matrix™ Assessment 2016” and “Contact Center Outsourcing (CCO) Market for Healthcare Industry – Service Provider Landscape with PEAK Matrix™ Assessment 2017” reports. Everest Group uses its PEAK Matrix to provide an objective, data-driven comparative assessment of service providers based on their overall delivery capabilities and market success in outsourcing revenue, clients, and year-to-year growth.
According to Everest Group, the healthcare payer market remains in a dynamic state and accentuates the role of BPO service providers and the value they bring. Consumerism has increased within the healthcare industry which has given rise to the need for year-round healthcare support. This is expected to be a core driver of future growth in the global CCO market.
Everest Group outlined Conduent as having the highest market share by revenue and number of clients with robust capabilities and high market success supported by strong delivery capabilities in the U.S. and near-shore and offshore delivery locations. Through internal investments and partnerships, Conduent has developed technology capabilities for the healthcare market. As one of the few providers with presence on both payer and provider side, Conduent can leverage its data and knowledge assets to deliver higher value.
Ranging from custom engagement and itinerary development, to credit balance account reviews, Conduent’s healthcare business process services help payers streamline claims operations, reduce operational costs, and launch new plans in the market more frequently. Used by 20 of the top 20 U.S. health plans, Conduent’s payer solutions reach all member touchpoints to transform member engagement. Conduent also has a track record of developing contact center outsourcing solutions spanning two decades, with roughly 10K agents dedicated to health plans handling more than 135M member calls annually.