Insurance Technology Featured Article

Voice Engineer Ireland and ShoreTel Help Blue Insurance

November 14, 2012

If you want a UC success story, Blue Insurance has a good one. Having implemented a ShoreTel (News - Alert) Unified Communications (UC) solution with help from Voice Engineer Ireland (VEI), Blue Insurance has seen a 30-percent reduction in the cost of managing its voice and data systems, while improving services for its customers.

In order to provide a fully integrated UC system, VEI implemented the ShoreTel Enterprise Contact Centre. This provided the company with all the capabilities UC offers, such as instant messaging, mobility, presence, and video conferencing.

As a result, Blue Insurance’s call routing is now optimized based on priority, caller location and identity, and skill matching. This allows the caller to be routed to the agent best for them, while the agent will receive detailed customer information and policies upon calling.

Thus, the customer gets to the agent they need faster, and the agent has all the customer information they need.

Agents can also find the present status of other experts and start a call instantly, whether they need video, instant messaging or voice. The new voice recording system is also PCI (News - Alert) compliant, so customers don’t have to worry about sensitive information when they call.

"Blue Insurance has a culture of investing in cutting edge technology and infrastructure 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,” said Rowan Devereux, joint managing director at Blue Insurance. “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."

Even with all these new features, Blue Insurance’s costs on voice and data systems have gone down 30 percent. Those are some pretty significant savings, especially considering all that they’re getting.

VEI and ShoreTel have done well, and Blue Insurance and its customers are benefiting from it.



Want to learn more about the latest in communications and technology? Then be sure to attend
ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Insurance Technology Articles

Vlocity Insurance 2.0 Takes a Big Step in Omnichannel Insurance Service

The necessity of a multi-channel environment, even an omnichannel environment, is becoming increasingly clear at virtually every level and breed of sales. It's not enough to be parked at a desk waiting for a call, or making calls to potential customers on a cold-calling basis. Now, companies need to be ready regardless of the avenue customers may want to use, be it live chat, social media, or anything else. Vlocity, meanwhile, wants to help out on that front by releasing Vlocity Insurance 2.0, a… [ Read More ]
12/17/2014

Interactive Intelligence Honored as Great Place to Work

Interactive Intelligence honored with coveted Glassdoor Employees' Choice Award as one of U.S. best places to work. [ Read More ]
12/13/2014

Walgreens & MDLive Get Together for Telemedicine Push

It's well-known by now that telemedicine-the point where telecommunications and medicine coincide-has some significant potential to change the way we both seek and receive healthcare as we know it. But the specific developments within the field have proven to offer plenty of exciting conclusions and potential for expansion, and one new development comes from the combined efforts of Walgreens and MDLive, which will open up the telemedicine concept to Walgreens customers and connect same with doct… [ Read More ]
12/08/2014

Survey: Insurance Firms Have Sights Set on Startups

Global management consulting company Accenture recently announced the results of its latest research which shows optimism on the part of insurance companies moving into the next three years. [ Read More ]
12/05/2014
FREE Insurance Technology enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!