Infinity Call Center in "SK "the Renaissance Life

The Russian integrator – the FLASH connect company implemented the project in "SK "Renaissance Life" as a result of which the efficiency of sales of policies of assurance increased.

In November, 2013 the management of insurance company "SK "Renaissance Life" set the task to increase efficiency of sales of policies of assurance by department of telemarketing. At that time the staff of division obtained information for the offer of policies to individuals on paper carrier and performed call-down by phone. The high load of accomplishment of routine processes on dialing to subscribers and filling of questionnaires was the main complexity for operators. At such approach there was practically no information on activity of employees as there were no tools for control and management. A lack of information and statistics on conducting dialog with the client complicated decision making process about adjustment of the scenario of sale for the purpose of increase in conversion call/sale.

For the solution of this task, the staff of insurance company performed market monitoring and paid attention to the offer of FLASH connect company on automation of telephone service based on Call center of Infinity. Specialists of integrator suggested to implement a pilot project on installation and maintenance of a new system based on the customer's infrastructure. It allowed "roll" completely for a short period a business model and to get acquainted closely with product capabilities within necessary production tasks of the company.

Deployment of a pilot project happened within one day. At this moment the Infinity X installation was made, necessary settings and integration into the available AVAYA IP Office platform are performed. The project on mass call-down (an outgoing campaign) was configured, short instructing in work with a system is carried out.

It should be noted that deployment of Infinity was made based on the virtual machine, purchase costs and service of the server hardware thereby were optimized.

Within a test project it was succeeded to find out that a number of functionality of Infinity X complicates customer service on telephone sale. It was necessary to implement the specialized mechanism of sample sending e-mails. The formalized requirements for missing functionality were sent to the developer of Weathervane Sale company. On an analysis result the decision on operational implementation of necessary completions, and transfer to their customer for testing was made.

Thanks to a user-friendly interface of Infinity ò, the technical specialist Renaissance of Life, within a week accustomed with system operation logic, completely was engaged in its service and creation of new outgoing projects.

The management of department of information technologies of SK "Renaissance Life" was satisfied with the achieved results and made the decision on acquisition of a system.

"Thanks to project implementation we managed to balance load of employees, to obtain information for the analysis and process optimization of telemarketing, - Golovanov Andrey, the director of the department of IT of SK "Renaissance Life" comments, – now in the course of work our employees are not engaged in a manual set of numbers, do not spend time for connection waiting. A system independently performs dialing and displays to the operator the scenario of dialog. It allowed to receive a high occupation percent of operators and to evenly distribute loading at which operators receive a comfortable flow of dialogs with clients.

Further development of the project includes integration of Infinity X with an internal business system of SK "Renaissance Life".