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

Optimal Blue partners with Arch Mortgage Insurance Company

According to the terms of the agreement, Optimal Blue will now provide Arch MI's competitive pricing and Rate Quote workflow within its eligibility and pricing services. Arch MI customers using Optimal Blue's services can now request for Arch MI's mortgage insurance premium rates for up to five loan products. [ Read More ]
08/29/2014

State Farm Makes Auto Claims Submission with Mobile Devices Easier

Unfortunately, we are all too familiar with the phrase, "accidents will happen!" Whether it is a fender-bender or a serious collision we have all been there and done that when it comes to capturing all of the information we need to submit a claim that insurance companies can easily and quickly process. To use another popular phrase, "It is a real pain in the neck." [ Read More ]
08/28/2014

Insurance Industry Increases Hiring for Technology Jobs

Insurance companies have lots of job opportunities for those with thecnology skills. [ Read More ]
08/28/2014

American National Insurance Company Selects iPipeline Solution

iPipeline, a company that offers on-demand marketing, selling, and processing solutions, recently announced that its AFFIRM for Annuities solution has been selected by American National Insurance Company, a provider of life and annuities products, to automate the advisor selling process. By supporting the customized workflows and streamlining the order-entry process, the solution allows financial institutions to meet their requirements for FINRA, SEC and state compliance. [ Read More ]
08/26/2014
FREE Insurance Technology enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!