How Tricension Helped UnitedHealth Group Unify Data Flow Between Critical Business Systems

About the Client

UnitedHealth Group (UHG) is among 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 vast volumes of sensitive customer interactions daily across highly regulated environments.

The Problem

UHG relied on two critical platforms that didn’t communicate with each other. LiveVox captured outcomes from customer calls, while EPMP (Evaluation Performance Measurement Platform) tracked those outcomes for coaching, staffing, compliance, and planning.

The disconnect created significant challenges:

• Contact Governance: Do Not Contact (DNC) and Permission to Contact (PEC) codes required manual reconciliation, increasing compliance risk.
• Performance Oversight: Agents were evaluated without complete visibility into call outcomes.
• Strategic Planning: Workforce and staffing decisions lacked timely frontline data.

In short, valuable insights captured in LiveVox were not reaching EPMP, leaving teams without the full picture.

The Ask

UHG wanted a seamless bridge—not more software. The integration had to:

• Map post-call codes (DNC, PEC, RAC, WRAP) precisely into EPMP
• Operate invisibly within their SSO-secured environment
• Require no dashboards, portals, or manual intervention
• Be hosted fully in UHG’s Azure environment and managed by their IT team
• Scale reliably while remaining lightweight and easy to maintain

What Tricension Delivered

Tricension designed and deployed a middleware solution purpose-built for UHG’s infrastructure. The application runs as a secure, console-based service inside Azure—credential-aware, SSO-authenticated, and hands-free.

At its core, the integration executes two complementary jobs:

• Real-Time Sync: Connects to LiveVox’s Event and Reporting API multiple times daily, classifying and routing codes to the correct EPMP endpoints.
• Historical Backup: Pulls from LiveVox’s Completed Interactions Report API once per day, reconciling any missed records to ensure complete accuracy.

Together, these processes guarantee that no call data slips through the cracks.

Deployment Fit: Built for UHG’s Environment

The solution was designed for zero-friction ownership:

• Runs natively in Azure with no third-party dependencies
• Provides transparent job logs and console-level tracking
• Shifts full hosting and update control to UHG’s internal IT team

This means UHG gained integration without new software sprawl, external monitoring tools, or vendor lock-in.

The Impact

With LiveVox and EPMP fully connected, UHG unlocked new levels of visibility and efficiency:

• Compliance Strengthened: DNC and PEC codes are applied systematically and in real time.
• Performance Reviews Improved: Supervisors now evaluate agents with current, accurate call context.
• Decision-Making Enhanced: Workforce leaders act on timely, frontline data instead of lagging reports.
• IT Empowered: The system runs within UHG’s own environment, fully under their control.

Tricension’s Role as a CX Integration Partner

At Tricension, we specialize in connecting complex enterprise systems so data, workflows, and insights move seamlessly. Our approach is infrastructure-aware—solutions are designed to fit the environments they serve, not the other way around.

This project with UHG exemplifies that philosophy: a targeted integration that strengthened compliance, improved workforce oversight, and made existing systems more valuable without adding unnecessary layers of technology.

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