AsiaInfo Cloud Contact Center

Case Study

Tourism

Background

As an emerging method to better facilitate traditional tourism, online tourism has quickly occupied the market, meeting people's overall demand for services such as accommodation, tickets, food and travel. However, as an emerging industry, the platform lacks excellent experience in its own management and the constant problem of tourism consumption has greatly affected consumer’s overall experiences. Therefore, the industry must take the initiative to build a better service management system and improve consumer satisfaction.

Industry

Requirement

Call centers allow insurance companies to engage with current and potential customers. With an increasingly competitive market, insurance companies can give themselves an edge by having a call center staffed with insurance agents available around the clock to give their customers the best service possible. Call centers are important for companies in the insurance sector since customer can call at any time with questions about submitting a claim.

Insurance companies have shifted the requirements from pure IT capabilities to more full-stack fashion that covers not only the infrastructure, but also software effectiveness, operation efficiency and overall flexibility to cope with the market dynamics and business trends. Contact center system plays a key role in the overall IT stack for insurance companies since the nature of the business requires that customer contact is part of the main process, so in some ways, contact center is considered production system for insurance companies to manage leads, provide services and maintain customer relationships.

So we extract a common set of requirements that we gathered from our clients from insurance industry, and they do reflect market dynamics.

The requirement from the insurance companies focuses on the aspects of both technology and services:

 

  • Require the platform to be highly stable and mature, capabilities of quick launch and short TTM;

  • Require the platform to be technologically advanced, capable of continuous evolution, and capable of deep integration with insurance business systems;

  • Agile and open, the system needs to be able to quickly connect with third-party products and third-party platforms;

  • Capable of accessing, managing, and scheduling multiple communication resources;

  • Suitable for distributed agent models nationwide and worldwide;

  • Adapt to multiple terminal access;

  • The call center provider need to provide overall IT services related to the call center project, with quick service response under SLA;

  • Lower TCO of system implementation, operation and maintenance;

Solution

from AsiaInfo Cloud Contact Center

1. Quick Launch & Instant Provisioning

  • Quick launch of call center platform, instant provisioning of platform services;

  • Provide high-capacity and high-availability call center platform products, multiple deployment options to meet enterprise requirements;

  • Adopt active HA with dual-network to ensure system stability and high availability;

  • Offering DevOps, taking customers as the center to ensure that products and technologies are continuously upgraded and iterated, and services are available 24*7;

  • The platform is open with standard API formats, rich and easy-to-use low-level interfaces that is ready for connecting to partners, integrators and customers.

2. Centralized Management

  • One-stop solution for enterprise communication management and connectivity management;

  • End-to-end, providing a one-stop solution from system deployment to software services, network access, terminal equipment to communication resource management;

  • According to corporate business development and security requirements, provide flexible communication connectivity solutions to meet the needs of various lines of businesses, omni-channel interaction plans, short messages, and privacy protection;

3. Artificial Intelligence

  • Mature intelligent products to assist sales production and service consulting;

  • Mobile App, login agent to call and manage customer data anytime, anywhere;

  • Intelligent outgoing call, predictive outgoing call, dynamic outgoing call and other functions improve work efficiency and connection rate;

  • Intelligent quality inspection, full quality inspection contact center data, supervision and guarantee of agent service quality;

  • Intelligent assistance, customer service robot, outbound robot effectively reduce costs;

Request for a demo.

AsiaInfo International EMEA Office

Jie ZHENG

Business Development Director

+44 020 3824 2888

AsiaInfo Denmark ApS

Langelinie Allé 35

2100 København Ø

Denmark.

AsiaInfo International HQ Office

Cheryl XUE

Business Development Director

+86 10 82166614

AsiaInfo International

AsiaInfo Building

10th Xibeiwang East Road, Haidian District

Beijing, China

100193

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