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News : Tower Insurance Partners with Ushur to Digitize Customer Engagement

#contactcenterworld

Santa Clara, CA, USA, May 21, 2020 -- Ushur announced that Tower Insurance, a New Zealand-based general insurance provider, is using its intelligent automation platform to power digital customer engagement and business transformation initiatives.

Tower Insurance has served New Zealanders for the past 150 years. Like many companies in high-contact industries, it faced an ever-increasing volume of calls and emails. With wait times mounting and messages starting to backlog, Tower saw that manually processing outbound and inbound communications would no longer suffice to meet their high service expectations or modern customers’ needs.

Initially on the hunt for an RPA solution, Tower Insurance selected Ushur after realizing the benefits of a customer-focused platform. Unlike RPA solutions, which solely deliver back-office automation, Ushur can engage customers across channels while handling workflows digitally from beginning to end.

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"In a digital-first world, you have to meet customers where they are," said Tower Insurance CEO Richard Harding. "Ushur supports our proposition as a digital-first insurance company. It delivers both omnichannel customer engagement and operational efficiency. These capabilities will prove invaluable with our ongoing transition to remote work and give us the agility to respond to other events so we can continue meeting our customers’ needs."

"By powering Tower’s customer journeys with Ushur’s Digital Self-Service platform, we are enabling them to enhance the whole customer experience," said Simha Sadasiva, CEO of Ushur. "Tower gets digital-first insurance right. By focusing on customer journey automation alongside their core systems modernization, they’re on track to deliver significant operational efficiency."

The multiyear deal involves all elements of Ushur’s intelligent automation platform. The first phase is focused on call and email automation, but the partners aim to power processes in other insurance operations such as First Notice of Loss (FNOL) in the following stages.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com

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About Ushur:
Ushur’s Intelligent Automation platform uniquely combines conversational AI and process automation to transform digital journeys for employees, partners and customers. Ushur believes the experiences of customers, employees and partners will be transformed when we remove friction and tedium from everyday tasks.Using artificial intelligence and bots, Ushur’s visual, drag and drop tools automate front and back-office work across virtually any channel; text, web, voice, social, email and machine-to-machine.
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Published: Friday, May 22, 2020

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2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
 

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