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

Novatel Wireless, Chipin BV Team to Offer Usage Based Insurance Solutions to European Markets

Intelligent wireless solutions specialist Novatel Wireless, Inc. and Chipin B.V., a provider of innovative solutions for insurance and fleet management based on dynamic pricing, have teamed up to offer MT 3060 and N4A Device Manager to support Usage Based Insurance (UBI) programs in the Benelux Region. [ Read More ]
04/16/2014

Comings and Goings: Nation Quote Boosts Brand, Brings New Blood into IT

Nation Quote consists of a group of dedicated insurance professionals that boast over six decades of collective experience in the insurance arena, is keen on building a solid foundation by instilling high levels of quality control and adding value to active consumers and agents. As part of this process, Mathew W Brownfield has been invited to serve as the company's top technology architect. [ Read More ]
04/15/2014

Kenco Deploys SmartDrive Technology to Increase Fleet Safety and Cut Costs

Kenco, a provider of integrated logistics solutions, real estate services, and material handling equipment, has recently deployed SmartDrive's event recording system in its entire nationwide fleet to increase safety, while cutting costs. [ Read More ]
04/15/2014

NRMA Insurance Offers to Help Drivers Remain Safe

Buying a vehicle is a huge investment for most of us, but regardless of whether we go in for a used or a new one, consumers need to do a little homework about car safety to remain safe on the roads. A survey by NRMA Insurance highlights the fact that a large majority of Australian drivers, in spite of professing that safety is their first priority, pay very little attention in getting to know more about the vehicles they buy. [ Read More ]
04/14/2014
FREE Insurance Technology enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!