Taurus Insurance Services took a major step toward digital transformation with the implementation of ContactOne’s multimedia contact centre platform.
The new platform allows Taurus to easily add additional contact routes into their business over traditional voice, including email, webchat and social media channels such as Twitter and Facebook.
In addition, the platform provides extensive management information and reporting, which can be used to enhance operational effectiveness.
The initial phase has been completed with a smooth transition to voice and, over the next few months, other channels will be enabled to give a true omnichannel experience to their customers and partners.
James Cottrell, MD at Taurus Insurance Services, commented: “We are very pleased with how well the implementation went and are already seeing a big difference in the efficiency of how the call centre works and the quality of management information available to the operations teams.”
In addition to standard call and contact centre functionality, ContactOne’s platform brings with it additional features such as user-configurable wallboards and multiple tagging of calls/digital channels, allowing supervisors and managers to gain better understanding of how and why their customers interact with the business.
An enhanced agent workplace enables agents to automatically see the entire customer conversation across all media types in the form of a threaded conversation history.
Unique media handles (phone number, email address, social media handle, and other unique identifiers) facilitate rapid identification of the customer and can be seamlessly integrated to most CRM (Customer Relationship Management) systems.
Greg Thomas, Director at ContactOne, added: “ContactOne are very pleased with the initial results from this implementation. We are seeing a significant increase in these types of deployments and are delighted that our services are meeting the demand of consumers’ communication preferences.”