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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 and 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.
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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.
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Today's Tip of the Day - Total Solution

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

Published: Saturday, September 10, 2011

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2022 Buyers Guide Inbound Call Handling Services

Premium Listing
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.


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.


Telephone Answering Services
Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most.

All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine.

Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo...
(read more)

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)

Digital Wholesale Solutions

International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks)
Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities).

We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.) 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

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.

OpsTel Services

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


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

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

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!

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