Case Study: Avantia Delivers Service Excellence

Avantia has chosen an Interactive Intelligence solution to drive forward customer service excellence in its contact centres.

The solution

The online provider of residential property insurance will be using the Customer Interaction Centre (CIC) to help them maintain a dominant competitive position in the UK household insurance business.

The CIC application has been tailored to meet its specific business requirements and will enable the company’s contact centre to take a highly personalised, all-in-one approach to customer care.

The results

The cloud-deployed application is supported on a multichannel platform designed for SIP and Voice over IP (VoIP) – and will allow the company to manage and blend inbound/outbound multichannel interactions, as well as unifying communications on the desktop for the company’s supervisors.

The tailored solution also incorporates the SIP Softphone, Interaction Recorder and Wallboards.

“The overriding success of our business has been built on our use of technology and we wanted that innovation to be carried through to our contact centres to help drive the business forward,” said Eric Ahmet, Chief Operations Officer at Avantia. “It also offers the ideal platform for integration into back-office systems with a workforce optimisation solution that will give our contact centres the necessary tools to maximise the performance of every employee and achieve our operational and strategic goals.”

“Avantia provides the perfect example of how the UK insurance industry can use technology to provoke change and benefit consumers,” said Steve Blann, UK Insurance Vertical Territory Manager at Interactive Intelligence. “We’re confident that our tailored CIC solution will help to cement Avantia’s position as the leader in its sector by ensuring it has the best platform possible to provide the ultimate customer service experience.”

For more information about Interactive Intelligence, visit their website.