• Industry-leading Quality: Our customer lifecycle management services follow the Quality Process Optimization designed by COPC, Inc., which drives improvements in CSAT, Sales, Cost, and Compliance. This leverages the value of the contact center, and ensures your engagement is delivered with consistent high quality across all of our global locations.
• Global Delivery Model: With a presence in 13 countries, Aegis provides options for onshore, near-shore, and offshore locations that make sense for our clients. Our motto of “Citizens Serving Citizens” ensures a truly exceptional customer experience.
• Operational Excellence: Aegis has been consistently recognized as one of the top outsourcing services providers. Many of the world’s leading brands (including more than 50 of the Fortune 1000) trust Aegis with their customers and their brand equity.
• Deep Domain Expertise: Aegis handles more than a billion transactions per year for more than 300 clients in Banking, Healthcare, Travel & Hospitality, Telecom, Energy & Utilities, Retail, Technology, Manufacturing, Insurance, and Consumer Goods.We work with market leaders in each of these industries and have built a reputation that has propelled us consistently up in global industry rankings, such as the latest IAOP Global Outsourcing 100 in which we climbed up to 14th place in 2012.
• Certifications: Aegis has acquired SSAE 16 (replaces SAS 70 Type II) as well as PCI certification. Few BPO providers have made the investment to be certified in these areas.Certification indicates a stringent enforcement of high quality standards. Our sustainability reporting strategy adheres to GRI G3 Guidelines, for which we’ve received their A+ rating.
• Enabling Technology: Aegis believes in using industry standard tools as well as custom innovations for the optimum client experience. We use Avaya and Verint, and have developed custom dialers for all our centers. Our use of Verint provides for enterprise workforce optimization and security intelligence. We have deep domain knowledge in unified communications (IP telephony, IP contact centers), network infrastructure (LAN, WAN, Metro Ethernet Networks, Multi-Protocol Label Switching/Backbone IP Networks), business applications and consulting (IVR/speech/CTI, contact center analytics) and information security practice (IT governance, risk and regulatory compliance). We are the only outsourcer with the ability to enable the entire range of unified communications for our clients.
• Entrepreneurial Culture: What makes Aegis truly unique is our entrepreneurial spirit. All the company’s top leaders have been successful entrepreneurs in their own right. Their companies were acquired by Aegis and they have stayed and grown with the company. Our executives know how to run a successful business. We ensure that even as we grow, an entrepreneurial spirit pervades the organization which gives us a can-do, flexible, customer-first attitude. This helps Aegis deliver a better client experience.

Word of mouth is changing its meaning in the age of social media. The social chatter between two friends or between a consumer and brand has opened a high impact communication channel. When handled properly, social media conversations can open up opportunities for sales, service, and reputation management. Only those organizations that actively engage with their consumers on these social spaces can capitalize on the available opportunities.

AegisLISA can help you seamlessly deploy your social strategy, so that you get right into the conversations about your brand and make an impact.

Key features

• Technologies to listen from multiple popular social networking sites, blogs and discussion forums for comprehensive listening.
• Cloud-based hosted solution and web-based access - No capital investment and technology as a service.
• Routing conversations for execution.
• Security features to audit the responses back on social networking sites.
• Analytical capabilities built into the platform for insights around context and business opportunities.
• Sentiments and discussion volumes.
• Right skill set executives to support social engagement. Your brand integrity is maintained and this sensitive channel is well managed.
• Domain understanding and competitive benchmarking to develop and steer social media strategy. Social media best practices monitoring.
• Assess impact of the social media strategy on growth of network and return on investment.

As part of the customer lifecycle management services portfolio, Aegis offers Accounts Receivable Management (ARM) services. ARM offers experienced collectors certified in banking regulations applicable in the geography in which they operate. These certifications include GLBA, FDCPA, FCRA, DPA, OFT, OFCOM, and others. To get a list of licenses and certifications that Aegis has to collect debt in the United States. Click to see

Aegis offers a comprehensive healthcare outsourcing solution that covers the patient-to-revenue lifecycle. This ranges from initial patient contact all the way to collections. Our global delivery model enables us to provide quality services while ensuring HIPAA compliance and process redundancy.

Services offered under patient-to-revenue lifecycle management can be categorized as:

• Receiving patient calls and making confirmation calls to patient
• Aging, accounts receivable, growth and practice analysis reports
• Delinquent accounts evaluation and services
• Preparing and sending patient statements
• Explanation of benefits (EOB) analysis on denials and contacting payers for the denied / underpaid claims
• Calls to payers for eligibility and verification
• Entering demographics into the system
• Transcription of voice files
• Current procedural terminology, international classification of diseases, and diagnosis related groups physician and hospital coding
• Charging entry fee by schedule and submission of electronic, fax or paper claims to respective payers
• Payment / denial posting from payer EOBs

Differentiators

The strategic advantages you gain when you partner with Aegis for healthcare management services include the following:

• Work is conducted in Aegis-owned facilities by Aegis employees at multiple locations to ensure business continuity.
• All healthcare customers and customer initiatives are managed by US-based account management staff.
• Use of a global delivery model results in superior services at a competitive cost.
• Extensive training is provided to staff, including regular updates on new healthcare policies, rules and regulations.
• Private communications network, hardware and software are all HIPAA compliant. Secured technology platform provides 100% redundancy and data security.
• Capability to service complete patient-to-revenue lifecycle.
• Strict 3-tier quality system.
• All agreements written and executed in the US by the US-based corporate legal department.

Under the brand of Aegis RapidText, Aegis offers voice-to-text solutions such as transcription, real-time and offline captioning, and translation and subtitling, with a clear focus on accuracy, quality, and rapid turnaround.

Aegis delivers transcription services from its centers in the United States, Philippines, Costa Rica, and India. A global workforce allows Aegis to provide services at competitive costs and turnaround times for consistent delivery of content.

A project sent to Aegis RapidText in the evening (US time) is worked on during the night and delivered the next morning with the help of efficient and highly professional voice transcription teams.

We use the following workforce and application tools ensure reliable and quality experiences:

The TMS is a proprietary software for document management and transcription of medical, legal and entertainment data. A secure Web service interface aids in retrieval of patient information or other types of content and transmission to a centralized service provider, and it supports dynamic reconstruction of templates.

The TMS facilitates interaction with our dictation system - Audioworks.

Aegis has developed a proprietary application for transcription of video files, particularly from the entertainment industry.

We developed the Rapid Caption software over 20 years ago. It is used for offline and real-time captioning. The Rapid Caption software for Windows reduces operating costs by enabling typists to caption videos, material for distance learning classes, broadcasts, Web casts, pod casts and real-time events with ease. The versatile software can be used for captioning all kinds of audio-visual content. Rapid Caption has been perfected through use in our real-time and offline captioning applications. It allows audio-visual content to be divided into segments and time-stamped via a user-friendly interface. The software thus allows us to provide effective captioning services to our clients.

The Maxitranz is a workflow management system that helps to control outsourced medical transcription activity. It distributes document creation and management at two levels within the system, which has well-defined archival processes. It captures voice data and stores the transcribed documents in individual Maxitranz physician accounts, which are based on physician IDs.

Maxitranz ensures that all file transfers performed are HIPAA compliant. The system ensures 128-bit SSL security for all transactions on the Web. Its ease of use combined with its security features ensures that the workflow management control remains within the facility.