Important Insurance Group – Customer Care

Improve the flexibility of priority assignment in Operative activities (Inbound, Task) and workload balancing. Maximise the efficacy of routing processes and activity assignment to single consultants.

Improve the flexibility of priority assignment in Operative activities (Inbound, Task) and workload balancing. Maximise the efficacy of routing processes and activity assignment to single consultants.

Developed solution

Main Activites

 

Compliance Advisory

  • Functional Assessment

Solution Design

  • Architecture Definition
  • Infrastructure Sizing
  • Service Functional Design
  • Gap Analysis

Development & Test

  • Configuration Management
  • OnSite Development
  • OnSite Test
  • Performance Test

Application Maintenance

  • Standard Maintenance
  • Change Management

Main Functionalities

  • CTI: Genesys Framework Inbound Solution for Routing and Reporting functionalities
  • GWC: Custom Application to re-engineering the “Decision” engine for Inbound activity and Consultant tasking, introducing a specific “Event Process Management” solution
  • GVP: Voice Portal Solution for Information functionalities
  • Tbridge: to integrate the CTI functionalities with the CRM’s