Blue Insurance has implemented a ShoreTel unified communications (UC) system from with Voice Engineer Ireland (VEI). The new platform has reduced the management cost of voice and data systems by 30% and is improving services for the company’s 380,000 customers.
The insurer is in a period of rapid growth and is expanding into new markets. Having recently taken on staff to meet growing demand, it needed a new voice system that could integrate easily with its online platform and provide superior customer service.
VEI implemented the ShoreTel Enterprise Contact Centre, to provide a fully integrated UC system. Blue Insurance can now take advantage of all the capabilities of UC including instant messaging, video conferencing, mobility, presence, and collaboration capabilities.
To build customer loyalty in this very competitive landscape, Blue Insurance needed to respond to their customers quickly. Optimised call routing based on skill matching, priority, customer identity and caller location, are now in place. This ensures the caller is immediately routed to the appropriate customer support or sales agent who can answer specific queries.
As the UC solution identifies the caller’s phone number, the agents receive screen pop-ups with detailed customer information and policies. Having all the information they need to answer account questions at their fingertips has dramatically reduced call time for agents and customers.
Agents can also identify the presence of other experts, whether based in Ireland or other international locations, and can start a call, instant messaging or video call, to ensure single call resolution for customers. Employees who wish to hot-desk can be identified as available regardless of where they are based, ensuring customer service remains the highest priority.
VEI also worked with Blue Insurance to ensure the voice recording system is PCI compliant. This is essential for companies handling credit card details. When an operator enters a credit card name into the online platform, the ShoreTel system automatically covers the conversation with white noise, ensuring the security of customer’s financial details.
"Blue Insurance has a culture of investing in cutting edge technology and infrastructure," said Rowan Devereux, joint managing director, Blue Insurance, "to ensure we are providing the very best service to our customers, and the ShoreTel solution is helping us to provide an even deeper level of service. The implementation itself was painless as VEI worked in consultation with us from the beginning to ensure the ShoreTel system could meet our unique requirements and those of our customers".
"Blue Insurance had very specific requirements as they are a growing company, offering a wide range of policies and pricing structures," said Lloyd O’Rourke, co-founder, VEI. "Our tailored solution is enabling them to go to market quickly and easily with new products and services. As the system has easily integrated with existing platforms, it puts all essential information within reach for employees, improving productivity and the time it takes to resolve queries."
Subscribers 0
Fans 0
Followers 0
Followers