Case Study: Avantia Delivers Service Excellence 434 Filed under - Archived Content, Case Studies, Genesys 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.” Steve Blann “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. Author: Megan Jones Published On: 17th Dec 2014 - Last modified: 12th Dec 2018 Read more about - Archived Content, Case Studies, Genesys Related Reports eBook: Five Trendsetters in CX Innovation Report: Customer Experience Horizons 2024 Contact Centre Buyer’s Guide Checklist: Supercharge Customer Experience Teams with AI Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter