There is no denying that the rollout of the new Health Insurance Marketplace in the US has been a debacle. After all, the person ultimately responsible for the project testified before congress and said, “Hold me accountable for the debacle; I’m responsible.”
Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.
Until recently, BlackBerry was a legend. Everyone remembers those “super cool” sales guys whose jobs were so important that they had to be connected 24/7. They would whip out their BlackBerry with its sleek, compressed keyboard and be ready to work at a moment’s notice.
Today we are seeing a great deal of activity as companies migrate from legacy to IP technologies, add new self-service menu options and update routing solutions to ensure people have fast access to the diverse set of information and agent services. Everyone is taking pains to train their staff on the new regulations and how each plan will best meet differing needs.