Major TPA for the Healthcare & Insurance Industry in the MENA region Rolls Out Altitude uCI 8 to Optimize Client Experience

Neuron Scoops Prestigious 2016 MENAIR Insurance Award for Best Claims Management Service Provider

Dubai; United Arab Emirates; March 31, 2016

Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that Neuron, a major Third Party Administrator (TPA) for the Healthcare industry in the MENA region, has implemented Altitude uCI in its medical contact centre to ensure excellence in customer care delivery and handle the fast-paced growth of its operations in the United Arab Emirates (UAE).

The Neuron medical contact centre is located in Dubai Silicon Oasis, UAE, and is now powered by the Altitude uCI 8 solution, giving the healthcare industry expert a wealth of advanced contact centre features, including unified agent desktops, voice portals, as well as centralized monitoring, queuing, routing and reporting solutions.

Innovative 24/7 Medical Authorization and Helpline Services in UAE

Neuron was established in 2000 with the mission to bring the latest innovation in TPA services to the healthcare industry in the UAE and the GCC region. The company brings a very unique combination of deep medical and insurance industry expertise coupled with leading edge technical innovation to the market. Neuron is executing on plans to expand its network of providers, one of the largest in the Middle East today.

''Neuron continually strives to exceed client and customer expectations by providing superior service and innovative business solutions in the areas of healthcare and insurance services,'' said Mohammed Mubarak Al-Mutaiwei, Neuron Chairman. ''We relentlessly focus on Member satisfaction, that is combined with deep medical expertise and built on a solid foundation of advanced IT infrastructure, with the aim of achieving cost-containment via a healthier population.''

Adopting a complete customer centric strategy

Neuron receives several thousand calls, emails and faxes monthly from health insurance policy members wishing to obtain reimbursement details or requiring a medical authorization. With a multicultural and multi-ethnic staffing, Neuron has language capabilities to cater to callers in Arabic, English, Tagalog, Hindi, Urdu, Eritrean, Pushto, Malyalam, Punjabi, etc. To deal with the increasingly more numerous interactions and the diversity of each call required a fully customized, omnichannel solution that ensured a rigorous management of medical authorizations and emergency helpline services.

"We required a solution to unify our medical contact centre procedures in order to streamline our service, boost client and member satisfaction," commented Dr Ali Qasim, Manager - Helpline & Policy Management at Neuron. "We looked comprehensively at the market and selected Altitude uCI because it offered a truly ''all-in-one'' customer interaction management solution for our Medical contact centre. In addition to integrating the contact centre in the whole customer experience, Altitude also has a strong local support presence across the entire United Arab Emirates," he added.

Embracing multichannel engagement

The Neuron contact centre today handles multichannel customer interactions by telephone, email, fax and Web. With the Altitude uCI 8 suite in place, Neuron Contact Centre agents are able to have complete member insights to enable personalized and seamless interactions. Emergencies are responded to immediately on 24/7 as there is a verbal approval protocol in place for such cases and all customer interactions are recorded. Neuron is also able to intelligently route multimedia interactions, provide customer self-service, automate outbound dialing, as well as utilize real-time mobile dashboards through Altitude uCI 8.

Altitude uCI 8 is a complete, modular contact centre software solution that provides all the functionality required to provide customers with the best experience. The solution has been making a difference at Neuron as multiple campaign creation, replication and management becomes faster and more intuitive. New management and reporting features also help deliver better business results.

"With the new system, we have managed to increase first call resolution, boost member satisfaction and make our medical contact centre operations far more efficient," commented Dr. Qasim. ''The simplicity of end user application interfaces, such as the agent desktop or the management portal, that hide very complex operations, is key to a reduced learning curve. So for example, our contact centre agents need just a few days training to be able to "wow" with the most positive experience during customer interactions.''

Acknowledged customer service excellence

As a result of these achievements, Neuron was recently honored with a prestigious 2016 MENAIR Insurance Award for best claims management service provider. The annual MENAIR Insurance Awards recognizes and rewards those Mena based insurers, reinsurers and brokers that have demonstrated exceptional customer service and innovative product development over the past 12 months.

Commenting on this award, Sheryl Dumasia, Neuron Vice President - Corporate Support, said: "Receiving this award is a great honor for Neuron. It is a well-earned tribute to our hard working team and further recognition of our track record for success in providing Innovative 24/7 Medical Authorization and Helpline Services as efficiently as we can''.

"Neuron's brand promise is built on strong expertise in medical authorizations and helpline services," said Riadh Boukhris, Altitude Software MENA President. "We are honored to be able to provide Neuron with a complete solution that provides its employees with all the information they need to quickly resolve member inquiries, and allows the company to scale to support fast-growing growth across the UAE and beyond."

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About NEURON
Reliability, Loyalty and Expertise has been the core foundation upon which Neuron has established itself as one of the leading Third Party Administrators (TPAs) in the MENA region. Delivering unmatched services and business solutions, Neuron has carved a niche for itself as a TPA amongst regional and international insurance companies and several multi-national self-funded organizations. Moreover, our cordial relationship in the healthcare sector over a decade has extended our provider network, both in local and international grounds, providing immense sense of security to our members during travel.

Neuron was established in 2000 by a strong multi-national management team with extensive experience in the sector. Over the last decade, we have rapidly expanded to provide a large portfolio of services and service providers. Neuron has provided outsourced administration and management services to clients in the Middle East for all areas of insurance administrations. We have managed to do so through our young and dynamic team of 150 members ranging from experienced medical staff to business development and network specialists. www.Neuron.ae

About Altitude Software
Altitude Software (www.altitude.com) is a global provider of omnichannel solutions to deliver great customer experiences. Its solutions help companies and organizations unify all customer interactions and become more customer-centric. Altitude uCI (Unified Customer Interaction) is a robust, modular software platform that handles all customer interactions and unifies all touch points, in the contact centre and throughout any organization.

More than 300.000 users in 1100 customers in 80 countries use Altitude uCI solutions to manage in real time enterprise functions like Customer Service, Telemarketing, Debt Recovery; Help Desk; Citizen Attention, etc. Altitude Software has a track record of 22 years of customer and industry recognition and has won dozens of awards for innovation and tangible results with customers in key markets worldwide. It has 12 offices in four continents, a 160-strong worldwide partner network and is ISO 9001 certified for its worldwide support.

Altitude Software Middle East & North Africa is located in Dubai Internet City, U.A.E, and is leading the multimedia contact centre market in those regions. Customers include National Bank of Abu Dhabi (UAE), Etisalat (UAE), G4S (KSA), Dubai World Trade Centre (UAE), Abu Dhabi Islamic Bank (UAE), Al Hamra Village (UAE), Trust (Bahrain), Qnet (Kuwait), Ahli United Bank (Bahrain), Pizza Hut (KSA), National Bank of Oman, Advancia (Tunisia), Air Miles (UAE), and SNTTA (UAE).

Altitude Software can be reached at +971 4 391 8880 or emailed info.mena@altitude.com

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For More Information:
Altitude Software Middle East and Africa FZ-LLC
Mrs Michelle Rodriguez
Dubai Internet City Building 1, Office 216
Dubaï, UAE
Tel. +971 43 91 88 80
info.mena@altitude.com

© Press Release 2016