Swiss insurance company has 2 more guided processes for the call center

Swiss insurance company runs a call center operating 24x7 to provide assistance for its customers. The customers call to call center to get assistance for their insured car , objects, to get lawyer protection etc. Call center agents receive their calls and interaction together with customer identification is provided within CRM system having 360° view on the insured customer or partner. There is also an assistance provided for partners and its customers.To capture all information and initiate the assistance support a lot of complex actions within CRM is needed.

The call center is operated by Skype for Business telephony integrated with Luware contact center software and Oracle Siebel CRM 20.5. The integration is revolutionary implemented by CCW using RESTfull interface and URL call triggered by Skype for Business.

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To provide best possible quality, minimize agent errors, speed up the assistance service, minimize training costs the guided process framework within Siebel Open UI was developed. The guided process simplifies the actions needed within CRM to provide needed actions and assistance. Agent is intuitively navigated throughout the process asked for needed information's and also offered needed steps such a call to garage or partner or to write an email with all information prefilled.

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Currently 2 processes within assistance are already covered with the guided process framework for car assistance and summer camp youth assistance. CCW has delivered additional 2 new object assistance processes covered with the guided process framework from Boxfusion. This approach improves the quality, minimize human error and training effort needed and gives agents more time to focus on critical actions. Overall it increases the capacity and effectiveness of the call center and decreases the OPEX costs.

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The insurance client will cover more processes with this framework extending Oracle Siebel CRM 20.5 call center vertical as this approach proved to be very effective.

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