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Eliza Corporation Places Its 100 Millionth Call Supporting Personalized Health Care Outreach

Posted on: Thursday, 16 November 2006, 12:00 CST

Eliza Corporation--which pioneered phone-based, speech-enabled outreach in health care--announces the recent launch of its 100 millionth call to an individual health care consumer. The call was placed on behalf of long-standing client Harvard Pilgrim Health Care as part of the health plan's initiative to welcome its members in deductible plans.

"Eliza has played an integral role in our health care communication strategy for nearly four years now, and we're delighted to help them reach this impressive milestone," said Harvard Pilgrim President and CEO Charles Baker. "Whether we're encouraging preventive screenings or helping members better understand their benefits, we are able to leverage Eliza's depth of experience in interaction design to consistently yield meaningful clinical outcomes--and support our award-winning quality assurance and member service programs."

"When you're talking with people about their health, there are so many sensitivities that need to be considered," said Alexandra Drane, co-founder and senior vice president of Eliza. "We've built our business on creating health care programs that are both strategically sound and member-centric. This milestone affirms that our approach to speech-enabled, phone-based outreach resonates with both our clients and their customers."

Harvard Pilgrim, along with Health Net, Inc., Highmark Inc., Humana, and Kaiser Permanente, are among the many leading health plans, disease management companies and pharmaceutical organizations that have contributed to Eliza's exponential growth over the company's seven year history. Together with its partners, Eliza has developed thousands of innovative programs that engage members in ongoing dialogs that inspire healthy behavior change.

Blending Science and Humanity

Data derived from Eliza's 100 million interactions has helped the company build an analytic engine that supports demonstrably effective outreach strategies. Eliza's proprietary speech recognition technology--currently in its 11th generation--continues to be optimized for the unique characteristics of health care outreach, as well as enhanced by behavior change models.

"While we've finely tuned our speech recognition technology for the realities of a health care focus, we know that our success is as much due to the humanity we infuse into our programs," said Drane. "We never lose sight of the fact that while the telephone is a powerful channel with broad and fast reach, there are human beings on the receiving end of our calls. That's why every aspect of our outreach is designed to respect, support, enable, and inspire our clients' members."

Eliza's unique approach helps health care organizations gather valuable, real-time information on their populations--insight that can be applied to address members' specific concerns, improve services, optimize resources, guide future communication strategies, and help hone an organization's competitive edge.

About Harvard Pilgrim

Harvard Pilgrim Health Care is the #1 health plan in America again, according to a joint ranking by U.S. News & World Report and the National Committee for Quality Assurance (NCQA). Harvard Pilgrim Health Care's HMO and PPO plans have been recognized by J.D. Power and Associates for providing health plan members with an outstanding member experience for a third consecutive year. Harvard Pilgrim is a not-for-profit health plan that provides a variety of insurance plan options and self-funding arrangements to more than 975,000 members in Massachusetts, New Hampshire and Maine. Harvard Pilgrim provides innovative approaches to health improvement and disease management, unique online tools that speed and simplify key transactions for employers and providers and personalized health support at www.harvardpilgrim.org.

About Eliza Corporation

Eliza Corporation pioneered the design, development, and hosting of speech-enabled programs for health care. The company's patented phone-based outreach supports and streamlines the collection and sharing of information between health care organizations and the people they serve with timely, relevant, and conversational interactions. Programs range from relatively straightforward outreach to sophisticated, member-specific interactions that build on behavioral models, claims-based information, and spoken responses to provide focused feedback and support. Eliza works closely with clients to help coordinate an overall communications strategy that complements other planned initiatives, integrates various communication media, and leverages supportive resources.

For seven years, Eliza has been "speaking" with members and patients about their health -- creating an experience base that now includes over 100 million interactions. Eliza's clients span the leading health care organizations, including many of the top health plans, disease management companies, and pharmaceutical companies in the nation. We interact with health care members in all 50 states, the District of Columbia, and Puerto Rico. For more information, please visit www.elizacorp.com or call 978-921-2700.

Source: Business Wire

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