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.
....NOTE - content continues below this message
DON'T MISS THIS!
We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!
>>>>> FIND OUT MORE: HERE
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."
Zing 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.
Published: Tuesday, February 23, 2021
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.
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...
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...
|6.)||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
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Debt Recover, Collections
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.
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.
*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
|11.)||Technosys IT Management|
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
|12.)||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.