Case Study:
Specialty Insurance Company Leverages the Smart Contact Center, UCaaS, & VoIP Solution.
Company:
Insurance Company
Value/ROI:
- Solutions allowed the company’s agents to work from one app (Microsoft Teams).
- Day-to-day efficiency was improved.
- Better analytics to improve contact center.
Project:
- Upgrade the traditional phone system to VoIP.
- Integration with Microsoft Teams.
- Provide additional telephony solutions.
- Upgrade to Smart Contact Center.
Key Takeaways:
Introduction
This modern-day specialty insurance company is dedicated to the needs of niche businesses, tailoring a plan for each customer based on their industry expertise.
Initial Challenges
The company works with senior executives worldwide and needed technological advancement and support to ensure that their remote agents were providing white-glove service to their high-profile clients.
They required a cost-effective voice and contact center solution while giving them the ability to grow.
The Smart Solution
SmartChoice leveraged its direct routing integration with Microsoft Teams and its Smart Contact Center, UCaaS, and VoIP solution.
These solutions allowed the company’s agents to work from one app while benefiting from contact center features such as sentiment analysis, spy, whisper, and barge, and advanced analytics reporting to serve clients day by day efficiently.
Products and Features
- Advanced Analytics Reporting
- Sentiment Analysis
- Spy, Whisper, and barge
Conclusion
The implementation of SmartChoice’s cutting-edge technological solutions in communication and contact centers has significantly bolstered this insurance company’s capability to manage its expanding customer base. With these advancements, the company is now well-equipped to accommodate continual growth and effectively meet the increasing demands of a larger clientele.
