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News : Bennetts Insurances Goes Live With Twilio Flex Cloud Contact Centre

#contactcenterworld, @zingdevs

Motorcycle insurance company Bennetts has successfully migrated its contact centre to a Twilio programmable cloud-based contact centre platform, following its sale by Saga.

Working with Twilio consulting partner Zing, Bennetts’ has moved away from legacy contact centre systems and Intercom web chat, to Twilio Flex. The solution is fully integrated with Calabrio to bring workforce management and the virtual contact centre together seamlessly.

Since the pandemic, Bennetts’ 100-plus contact centre team need to be able to work remotely, so Twilio Flex offers scalability and flexibility, and gives agents the tools they need at their fingertips to ensure a better customer experience.

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Ian Scrivens, head of IT development at Bennetts, explains: "While our initial driver for this implementation was the Saga sale and moving off their systems, it presented a perfect opportunity to build a platform that was user-centric and built for flexibility and growth. One of our core values is being able to ‘shape our own future’, so moving to Flex means we can continue to develop the platform and answer the needs of the business. Working with Zing, whose team was perfectly in tune with our way of thinking, meant that the migration was the fastest and smoothest I’ve been involved with."

Julian Hucker, CEO of Zing adds: "What strikes you working with Bennetts is that everyone is extremely passionate about what they do. Call centre agents aren’t just there to win new customers or process claims, they want to help people get more from motorcycling. So, it’s absolutely critical to have a contact centre platform that maximises the efficiency and quality of every customer interaction. That’s why we’re delighted to implement Twilio Flex, to provide them a tool that can grow with their business."

#contactcenterworld, @zingdevs


About Zing:
Company LogoZing is on a mission to deliver on the promise that technology can enable an extraordinary customer experience. Zing is a consulting partner for cloud communications platform Twilio and provides consultancy and managed services for digital transformation projects. 
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Read today's tip or listen to it on podcast.

Published: Tuesday, February 23, 2021

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2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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