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

Accenture Finds $470 Billion in Insurance Premiums Up for Grabs

Traditional insurers have fallen behind technologically. Indeed, in a true irony for companies that are all about assessing risks, the incumbent insurers have put themselves at risk of not having sustainable competitive advantage, as "disruptors" have targeted their business as one ready to be taken. [ Read More ]
08/04/2015

Farmers Insurance Selects Guidwire to Improve Customer Experience and Internal Processes

Farmers Insurance looks to Guidwire to make processes more agile and cost-effective and to improve customer experiences. [ Read More ]
07/29/2015

Report Analyzes Adoption and Impact of Agile Methodology Use by Insurers

In an effort to look at the benefits to insurers, Novarica, a research and advisory firm focused on insurance business and technology strategy, is out with a new report, Agile at Insurers 2015, based on a survey of 58 insurer CIOs from the Novarica Insurance Technology Research Council. [ Read More ]
07/28/2015

eBaoTech and Alibaba Cloud Launch Insurance Cloud Platform

At the risk of sounding like either a broken record or an "I told you so", it is getting to a stage where it has become almost mandatory in any insurance technology article to point out that industry analysts, financial analysts and even C-levels within all of the insurance industry's lines of business have all said the same thing. This common refrain is either a call to action or a warning. However, no matter the perspective it says to traditional insurers that they must automate, and change th… [ Read More ]
07/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!