Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Case Studies : Allianz Retail

Allianz is one of the UK’s largest insurance companies and is proud to have won the ‘General Insurer of the Year’ accolade at the British Insurance Awards 2010. Its retail business is trusted by global brands including VW Group, Audi and most recently BMW to provide policies on their behalf. The company can boast the UK’s largest pet insurance business, PetPlan and the innovative new car insurance product, Your Cover.

 

The key to Allianz’s long-term success has been meeting the changing policy needs of customers and having a finely tuned process for generating and converting new policyholders. One of the company’s major sales tools is its outbound telemarketing. Allianz has been using dialling technology for many years to ensure that it maximises the number of people its agents are able to speak to about its range of policies. However, as the Performance Manager at Allianz, Alistair White explains, its legacy dialler was no longer able to cope with the demands being placed upon it: "The incumbent dialling technology that we were using did not enable us to do what we needed."

 

Allianz looked at the technology available on the market and chose Noetica and its SYNTHESYSä suite of customer interaction management products as it ‘ticked all of the boxes’, as White comments: "The company wanted an 'off the shelf' system and didn’t want to wait for things to be developed. We felt that this would have been the case with some of the more traditional 'big ticket' suppliers whose upgrade and change processes may have been restrictive to the pace of our business."

 

The modular design of SYNTHESYSä makes its easy to add modules such as call blending, email and SMS to the dialler facility and this was also key in the decision-making process, as well as the fact that it works around a single CRM database, making it very easy-to-use.

 

The transition from the old system to a fully functioning implementation of the new dialler and the SYNTHESYSä suite was completed in just eight weeks, with seamless integration in to Allianz’s existing Avaya-based telephony platform. This achievement is made even more impressive by the fact that it involved deployment across two contact centre sites in Bristol and a further 50 seats at a contact centre in India, which operated on a completely separate system.

 

"The ability to demonstrate current experience of the SYNTHESYSä solution working in an on and offshore environment, routing calls to the UK, or offshore and vice versa was an important factor when specifying the new system," adds White. "Noetica were the only company who could demonstrate this and hosted several site visits for us to see it in action."

 

As proactive outbound telemarketing is such an important new business driver for Allianz, its dialler needed to be reliable and effective, whilst adhering to strict DMA and Ofcom guidelines, but the company was surprised with how quick the new dialler would make a positive impact. "As soon as we implemented the new Noetica dialler our productivity went through the roof enabling us to increase our dials and contacts by over 25%," enthuses White. "In fact, during one of our busiest months we achieved an astonishing 1.3 million dials."

 

All outbound calls are scheduled using the Outbound Manager function within SYNTHESYSäand when the dialler makes the calls they are immediately routed to available agents with the right skillsets. Furthermore, every agent is provided with a unified desktop application that uses ‘callflows’ to intelligently and efficiently guide them through every call. This ensures agents give and receive the right information, identify cross and up sell opportunities and provide consistently high standards of service in keeping with the Allianz brand and that of its corporate partners.

 

More recently, aggregator (otherwise known as price comparison) websites such as GoCompare.com and Moneysupermarket.com have become important sources of fresh sales leads for Allianz, especially since Noetica has enabled the company to strike while the iron’s hot, using the innovative Web Transfer Service module incorporated within SYNTHESYSä.

 

White explains how leads are channelled directly in to the contact centre in real-time: "When one of our policies is ranked in the top two of an online search, the person making the enquiry receives a quote and we in turn receive an automatic notification. A call is then queued in the Outbound Manager for dialling." He adds: "The Web Transfer Service allows us to respond to aggregator enquiries within minutes, whereas previously we would not have been able to respond until the following day. This has been key for us with significant investment in our online capability over the past few years."

 

The bespoke management information, real-time data feeds and quality of reporting that Allianz now has access to is far superior to anything the company had before. White comments: "The flexibility of the system and its campaign management capability enabled us to reduce outbound available/wait time in the contact centre by around eight percentage points over night." Furthermore, the company can now be much ‘smarter’ in how it segments and prioritises data for dialling.

 

The relationship between Noetica and Allianz is more like a partnership than a typical vendor/customer relationship as White explains: "We wanted a company who were responsive and engaged with us as a business and someone who treated us better than 'just another client' and we have most definitely had this level of engagement."

 

The latest project was completed in early April 2011 with the rollout of SYNTHESYSä to manage outbound telemarketing campaigns for Allianz’s Pet Plan business, which insures approximately 800,000 animals.

 

Today Noetica is intrinsic to the day-to-day running of Allianz’s UK retail division as White explains: "The team at Noetica are a pleasure to work with and make regular calls to ensure we are happy with how the system is performing." He continues: "Much of our new business comes from bringing on new corporate partners and Noetica and its technologyis a key enabler in making the transition as smooth as possible."

 

White concludes: "Crucially we are able to achieve all of this without needing to lean on IT and technical support as we can manage the system ourselves. We have already recommended Noetica to other organisations and have been proud to host site visits to showcase what is possible with SYNTHESYSä to other contact centre professionals."


About Allianz:
Company LogoAllianz SE is a German multinational financial services company headquartered in Munich. Its core business and focus is insurance.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Noetica:
Company LogoNoetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Saturday, September 10, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =