iGO4 has deployed Interactive Intelligence’s Customer Interaction Centre (CIC) to help them meet the changing needs of their business.
The client
iGO4 provides flexible, creative car, home and van insurance products to the UK market and employs 350 contact centre agents across three offices in Peterborough and Colchester.
The solution
The Customer Interaction Centre (CIC) solution was supplied to personal lines insurance broker iGO4 Limited and affinity insurance business iGO4 Partners.
The solution has been deployed across their three locations – and meets the company’s future requirement of integrating the solution into iGO4’s back-office environment.
The results
CIC is an all-in-one contact centre solution that encompasses the tools and functionality to assist in improving the customer experience and business performance.
The offering was supplied to iGO4, including omni-channel support, inbound ACD, dialler, workforce optimisation functionality and back-office telephony.
The solution also includes Interaction Marquee, an add-on tool that enables users to view and display real-time statistics on wall boards, LED screens, monitors, and smartphone mobile devices.
Dave Paulding
“iGO4 is focused on operational excellence and controlling and developing the best end-to-end customer journeys for their clients,” said Dave Paulding, Regional Director UK, Middle East at Interactive Intelligence. “CIC enables the company’s contact centre agents to take full advantage of the versatility of the solution from a compliance and quality point of view to deliver on these requirements.”
“In addition to meeting our current requirements, CIC from Interactive Intelligence is the ideal deployment model to support the future needs of our business, our partners and our customers as we expand the services we offer,” said Ruth Dickens, Operations Director at iGO4. “The customised solution delivers a full range of intuitive management information that enables us to streamline and better manage operations and gives us the flexibility we need to develop tailored solutions for our partners in this fast-paced, changing market.”
For information about Interactive Intelligence, visit their website.
Author: Megan Jones
Published On: 12th Nov 2014 - Last modified: 1st Nov 2017
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