World VoIP NewsTravel insurance agency CSA deploys universal VoIP and IP communication tool
Travel insurance agency CSA deploys universal VoIP and IP communication tool
Enterprise CSA Travel Protection has announced massive operational saving whilst getting more effective personalized customers service as an outcome of launch innovative universal VoIP and IP based telecommunications utility from Interactive Intelligence Group Inc.'s , dubbed as CustomerInteraction Center (CIC).
The utility has been deployed across all organization’s infrastructure and vertical. The travel insurance organization operates the solution for its collaborated and organically integrated VoIP communications, including interactive voice response (IVR), auto-attendant functionality, multimedia queuing and traffic routing, call recording, outgoing campaigns, dynamic workforce management, customer feedback pools, and many others attractive features. Company also uses CIC for individual approach to every client for its differentiated environments associated with the travel arrangements. "Just contrary to common trends in telephony industry, when telecoms solutions would have make us to design an attendant profile apart from every particular phone number, CIC ensures a single desktop to launch almost 100 specific toll-free numbers with special greetings for our geographically dispersed travel partners," stated CSA's manager Ann Marie Henderling. "This has brought up huge workforce related cost savings." CSA also apprises CIC for easy handling of daily managerial operations. "The result of the deployment, when all of CIC's inbuilt utilities run on a unified, standards-based platform ensures extremely simplistic management ," Henderling said. "We're now getting operationally capable to execute system’s reconfiguring ourselves without referring tech support. This has delivered more accumulative cost savings, adjusted with the options of facilitated adaptation to dynamically changing customer needs." CSA has also incorporated a CIC add-on utility for multimedia recording and rating of inbound and outbound phone calls. The add-on system Interaction Recorder safely stores every interaction for immediate access to verify data or manage claims. Recordings are also used for coaching of employees for sequential working improvements. CSA states excellent comments about CIC reporting functionalities . "Unlike similar systems whose data archiving arrangements makes it unhandy to use, CIC's Microsoft SQL database makes us to launch out our own particular reports," Henderling explained. "This has finalised in leveraged insight into common statistical data, therefore we are armed for improvements in matters of operational efficiencies. Our contact center can also manage all related info about ‘wrap codes,' therefore making us to analyze nearly all call patterns." Solution dynamically supports all of CSA's operational agents and business partners, providing the latter unified messaging for universal unlimited access to email, voice mail and faxes thru a single endpoint.
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