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News : Pivotal Data Lays Foundation for a Cloud-enabled Future at King Price

#contactcenterworld, @kingpriceins

Johannesburg, South Africa, Feb 15, 2021 -- The contact centre sits at the heart of every customer-centric business strategy. However, outdated, inflexible technology constrained King Price Insurance’s ability to deliver omnichannel engagement and superior customer service.

King Price started with approximately 25 staff in 2012 and rapidly grew into an organisation with 1 200, with the call centre a significant contributor to this growth.

"With just 10 people at the start, King Price now has 600 call centre agents who perform sales, claims and back-office support roles," explains Dr Eugene Wessels, Group Chief Technology Officer at King Price.

Like most start-ups, King Price initially invested in a technology solution that made financial sense and met a specific need at the time. However, as customer volumes rose, and the business evolved from motor-only insurance to commercial, specialised and life insurance, the insurance provider's communications solution could not scale to meet the growing demands.

Initially, King Price was running multiple PBX solutions, explains Dandre Nel, Product Owner: Telephony at King Price. "These systems were not scalable, which threatened to constrain business growth and erode service delivery."

The insurance provider's existing telephony systems also lacked other vital functionality required in the highly regulated financial services industry, such as centralised call recording and retrieval.

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"Low workforce visibility and a lack of omnichannel communication capabilities were additional concerns," adds Nel.

"We needed a more sophisticated telephony solution to support a more sophisticated business," asserts Dr Wessels.

King Price initiated consultations with Pivotal Data, a local contact centre, customer experience and enterprise communications solutions provider to replace the insurer’s legacy communication technology.

As with many technology transformation initiatives, the initial implementation encountered various challenges but provided important learnings for both project partners.

King Price chose to do most of the change management and implementation internally in an effort to realise the desired outcome.

"We were invested in the process because we knew what worked internally and what didn't. However, we quickly realised that we lacked the depth and knowledge in the telephony space to achieve our objectives," continues Dr Wessels.

"The first roll-out included two separate applications – an interactive desktop for inbound calls and a scripter for outbound campaigns," explains Nel.

Agents required two screens and had to toggle between the applications to work on either inbound or outbound calls, which detracted from the user experience and proved inefficient. "We also experienced issues with reporting and functionality," adds Nel.

When the initial solution roll-out failed to address the insurer's business challenges and meet expectations, King Price and Pivotal Data collectively agreed to revisit their initial implementation approach and solution in a war room-type effort.

The partners collaborated closely during the evaluation project, which kicked off in February 2020. Both parties were honest and frank about the challenges experienced around the solution's usability, the employee experience and the ability to manage the solution internally.

The collaborative effort highlighted the project's initial shortcomings and the partners devised a new solution roadmap.

Importantly, the evaluation process contextualised the need to strike the right balance between internal and external execution to clearly define roles and ensure that each party leveraged their specific strengths to successfully implement and manage the solution.

"The initial implementation helped us understand the value that a qualified managed services provider can deliver when empowered to apply their expertise and experience within specific areas," continues Dr Wessels.

"Consequently, we listened more to Pivotal Data's expert guidance the second time around to understand how much we can and should take over internally."

Pivotal Data also stepped up to the challenge by restructuring the team for the second implementation – the company added resources and additional expertise to supplement the maturity cycle within King Price.

Pivotal Data – a Genesys Gold partner – engaged directly with the omnichannel customer experience and contact centre solutions vendor throughout the evaluation process to determine the appropriate solution.

Genesys proposed Interaction Connect, a browser-based interaction manager that offers call control functionality, chat features and status management.

The solution did not require Pivotal Data to install any components on the desktop, which meant it was easier to roll out.

This was a significant benefit, given that the implementation commenced during the first hard lockdown. Dr Wessels affirms that rolling out the project during the lockdown was not easy because it added complexity, but the project never stopped.

"We broke up project elements into specific streams and allocated key individuals to execute them."

One vital stream built everything around the analytics component to provide insight into the solution's telephony, which is vital for a data-intensive company like King Price. "Stats are fundamental to how we run the business," says Dr Wessels.

The functional stream developed elements such as optimal dialler configurations that allow agents to work accurately and more effectively in an omnichannel environment.

"We wanted to optimise call allocations to agents. This would boost productivity by enabling them to take a call and an e-mail at the same time, for example," explains Nel.

"This calibration is also essential to get full value and access the full functionality from such a sophisticated solution."

Pivotal Data managed load balancing, general maintenance and system functioning, which helps the King Price team to run a smooth operational channel.

Once fully implemented, Interaction Connect delivered the same functionality as King Price's previous solution but with better integration – two separate applications became available on one screen, offering a comprehensive, consolidated view of all work items and customer data.

"This lighter Web-based solution also means we gain access to the newest version," adds Nel.

Training agents to use the new solution happened remotely due to lockdown restrictions. But rather than limit progress, Dr Wessels believes the lockdown helped the project gain momentum.

"We had the luxury of focusing on the implementation and training in a very structured way, without distractions."

The Pivotal Data team was always available and had representation in every training call and war room feedback session. "The team's commitment throughout the process was unwavering," states Dr Wessels.

Following the successful implementation, King Price is now able to deliver a true omnichannel customer experience.

"Importantly, we can deliver and measure engagement on a single platform. Access to granular insights regarding agent productivity, call resolution and abandon rates, and customer satisfaction levels, among others, help us track metrics against performance metrics and progress towards our objectives," states Nel.

Additional solution functionality ensures the quality assurance monitoring process happens automatically in real-time, creating opportunities to coach agents and improve CX.

The Automatic Call Distributor (ACD) engine efficiently allocates calls to agents to boost productivity.

"This feature is beneficial in the context of a geographically distributed workforce amid the pandemic. Adopting the Web-based Interaction Connect solution made this transition to at-home working a lot easier," adds Nel.

The solution's strategic impact on the business is profound, highlights Dr Wessels, as it equips the company with the resources required to execute its vision and mission.

"With the issues resolved and the solution successfully implemented, the focus can shift from getting the right technology in place to successfully operating a large call centre company. Managing call centre agents and helping them deliver better customer experiences will deliver greater business impact as we transition to the next phase of our technology maturity cycle."

The cloud-based solution also creates opportunities to integrate other applications into the call centre environment, or seamlessly access additional functionality.

"We can also migrate other services to the cloud and design technology stacks that support the additional capabilities we are currently building," continues Dr Wessels.

Longer-term opportunities include embracing intelligent telephony, machine learning (ML) and artificial intelligence (AI) to reimagine interactions by predicting customer preferences, hyper-personalising engagements and offers, and customising customer journeys.

"Based on the success of the collaborative approach that King Price embraced in 2020, our working relationship has blossomed," explains Tanya Phillips, Chief Operations Officer at Pivotal Data.

"Their willingness to embrace a working relationship that transcends conventional supplier-client roles has delivered success for both partners."

"We are excited about the opportunities that our new long-term partnership creates, and we look forward to continued success in the additional projects we will manage in the coming years," she concludes.

#contactcenterworld, @kingpriceins

Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Pivotal Data (Pty) Ltd:
Company LogoPivotal Data is a provider of contact centre, customer experience and enterprise communication solutions. We assist organisations of all sizes by consulting, implementing, maintaining and managing solutions that simplify complexity and create agile, customer-centric organisations. Our solutions provide our customers with the ability to make every interaction engaging, insightful and profitable, helping grow businesses and improve competitive market positions.
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About King Price Insurance:
Company LogoWe are a short term insurance provider
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Today's Tip of the Day - Bring Fun To Work

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Published: Tuesday, February 16, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
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.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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