UnitedHealth Group (UHG) is one of the largest healthcare and insurance providers in the United States. Through its UnitedHealthcare and Optum divisions, UHG delivers care and coverage to millions of individuals, managing a high volume of sensitive customer interactions across complex, regulated environments.
Every agent at UHG logs the outcome of their call with a specific code. These codes include:
For contact center agents, logging these codes is routine—but for compliance, workforce, and operations teams, they are critical. These codes inform everything from who can be contacted again to how teams are coached and evaluated.
The challenge was not the collection of this data. It was the disconnection between systems. That is where things were stuck. The systems responsible for capturing this data were not connected to the systems responsible for acting on it.
While LiveVox, UHG’s contact center platform, captured all these codes, they never reached EPMP (Evaluation Performance Management Platform), UHG’s internal system for evaluating and managing performance.
The distance between those two systems was introducing delay, drift, and uncertainty. From the customer’s perspective, operations appeared to run smoothly. But internally, the teams responsible for shaping customer experience were missing the context they needed.
UHG’s goal was to make customer experience a measurable, governable part of business operations. In practical terms, this meant closing the gap between LiveVox and EPMP. The outcome data already existed—it just was not accessible to the systems and teams that could act on it.
When organizations say they want to be “CX-first,” this is what they mean—making sure the signal from the conversation actually informs what happens next.
UHG partnered with Condado to bring their customer experience systems into alignment. The task was to make CX data flow securely, consistently, and without disrupting existing workflows.
Condado engineered a lightweight integration that runs in the background and requires no user intervention. It connects LiveVox to EPMP using two scheduled processes:
This integration classifies each post-call outcome and sends it to the correct API endpoint inside EPMP. There is no interface, no retraining, and no ongoing management—just a stable, always-on data connection that strengthens the systems UHG already relies on.
The entire application is hosted within UHG’s internal Azure environment and is maintained by their infrastructure team, with full deployment support provided by Condado.
This integration gave UHG’s teams access to real-time, code-level insights about customer interactions. The result was improved accuracy and better decisions across CX operations.
Now, UHG can:
CX data has become an active signal within the organization. It informs business decisions, and supports proactive management instead of reactive fixes.
At Condado, we help enterprise teams turn their customer experience vision into operational systems. We do this by aligning the data, decisions, and technology that power customer interactions.
This project at UHG reflects our broader approach. We do not add unnecessary layers. Instead, our vendor-agnostic approach helps organizations get more value from the tools they already use by connecting them in ways that reflect how the business actually works.
Our CX360 approach starts with a simple principle: great service outcomes are the result of how well systems work behind the scenes.
For UHG, this meant creating visibility and control where it was previously missing. For your team, it might mean something different—unblocking automation, accelerating compliance workflows, or making agent feedback loops smarter.
Whatever the case, our approach remains the same: solve with clarity, build for ownership, and make customer experience a reliable part of the operational backbone.
Streamlined support systems with AI automation and middleware integration, ensuring faster response times and improved efficiency.
