Diasoft automated client identification when calling Soglasie IC

2024: Optimizing the Case Handling Process

The insurance company "Consent" and the company "Diasoft" have completed a project to improve the process of processing appeals received at the dispatching console. Diasoft announced this on April 10, 2024.

During the project insurance , the Diasoft product installed in the company VHI was integrated with an automatic telephone exchange (PBX). Avaya To do this, an adapter was developed and the functionality of the dispatch console for responding to an incoming call was improved - now the operator sees a list of all contracts tied to this number. Also in the product "VHI" appeared "Directory of telephone numbers," which accumulates all the numbers of insured and partners of medical and preventive institutions (LPU).

The integration of solutions made it possible to optimize the operation of a round-the-clock medical console, reduce the time for identifying the caller and increase the quality component of the call. In addition, the added functionality of the product from Diasoft improved the structure of storing contact data and made this process easier and more manageable, said Lyudmila Strakhova, Deputy Director of the Loss Settlement Department for Personal Insurance of the Personal Insurance Unit, Soglasie UK.

This functionality of the VHI product significantly accelerated the search for the insured in the system. Now the operator of the dispatching console quickly begins to directly resolve the client's issue, which positively affects his loyalty, noted Maxim Shelpyakov, Director of the Insurance Department, Diasoft Company.

The VHI product installed in the insurance company is part of the Digital Q.Insurance platform and is designed to solve the whole range of tasks for automating the activities of the insurance company in terms of voluntary health insurance (VHI): from the development of insurance products and programs to planning, financial controlling and reporting.