Post-call data integration: Connecting LiveVox to EPMP for UnitedHealth Group's compliance & workforce operations

THE CLIENT

UnitedHealth Group 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 daily, managing a high volume of sensitive customer interactions across regulated environments. Its contact center operation sits at the intersection of healthcare compliance, workforce management, and customer relationship governance.

THE CHALLENGE

UHG's contact center agents logged the outcome of every call using specific codes. These codes were captured reliably in LiveVox, the contact center platform. They were not reaching EPMP, the organization's internal Evaluation Performance Management Platform responsible for agent coaching, workforce planning, compliance enforcement, and performance evaluation. 

The disconnect created compounding problems across multiple functions. Compliance teams could not systematically apply DNC and PEC codes in real-time, creating regulatory exposure. Supervisors evaluated agents without access to current call outcome data. Workforce planning decisions were made using lagging reports rather than frontline intelligence. The gap between the two systems was creating invisible degradation: decisions being made without the full picture, compliance managed through approximation rather than current data.

WHAT WE BUILT

Primero Group experts engineered a lightweight middleware integration hosted entirely within UHG's Azure environment — console-based, SSO-authenticated, and requiring no user interface, no additional dashboards, and no ongoing administrative intervention from UHG teams. 

The integration operates through two complementary processes: a real-time job that connects to LiveVox's Event and Reporting API multiple times daily, classifying each post-call outcome and routing it to the correct EPMP endpoint; and a historical reconciliation job that runs daily against LiveVox's Completed Interactions Report API, catching any records missed by the real-time process. 

Every relevant code type is mapped precisely into EPMP with no manual handling required. The solution was designed for zero-friction handover: full hosting and operational control transferred to UHG's internal IT team, with complete job logging and console-level tracking visible to their infrastructure staff. 

WHAT THIS SHOWS

Our engagement with UHG demonstrates the Group's ability to deliver precision integration in a regulated healthcare environment at genuine scale. The engagement required understanding exactly where two critical systems failed to communicate, and building a connection that was reliable, secure, compliant, and operationally invisible. These are the kinds of problems that look deceptively simple from the outside and require significant technical depth to solve correctly.