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Insurance Success Story

Spectrum Corporation delivers end-to-end visual management solutions to the contact center and beyond.  Our software/hardware solutions provide value to all levels of the organization while making the right data available to the right personnel at the right time.  Utilizing current data collection and publication tools Spectrum has helped organizations improve their corporate communications, customer service, and bottom line profits. Spectrum has maintained an international customer base via our very successful distribution model that includes highly trained and knowledgeable sales, support, and implementation technicians.  Many Spectrum applications/deployments have materialized as a result of our long history with Avaya and the partner/OEM relationship that exists today.  Real time data collection/display complimented by a wide range of professional/project management services equals a distinct advantage for Spectrum customers. 

The International Insurance (company name withheld on request) provider is an organization that provides all manner of insurance services and maintains a sizable customer base.  To accomplish a high level of customer satisfaction and insure that customer’s needs are addressed as quickly as possible, data collection/visualization is imperative. Making mission critical data available to the right decision-makers can have immediate impact on the success of the organization.

This insurance conglomerate identified the need for real time, accurate data delivered to staff and management.  Already an internationally recognized leader in their business, it was recognized that information may not be reaching the right individuals in order to make better decisions.  After doing preliminary research into the capabilities of many industry competitors, they chose to work with Spectrum Corporation.  Spectrum immediately began the process of identifying the strengths and weaknesses of this site and others and began the process of designing a solution that would meet their current and future needs.  After accessing the insurance providers current architecture and uncovering the daily struggles encountered by agents, non-call center staff, and management, Spectrum began the deployment.  Essentially, the main business problem was one of dissemination of “key” information to a large audience.  Management was concerned that a visual tool could be ignored by their agents and subsequently would provide less and less value.  Due to the overall size of the main facility and the many other world wide locations, Spectrum needed to deploy a solution that would remain a constant visual aid to agents and supervisors around the clock.  Recognizing the need for a graphic display “client” at every user’s workstation Spectrum designed a tool that would be available, updated in concert with the Avaya CMS, and easy to use. 

Spectrum utilized the powerful Avaya ACD to run custom reports for data collection/distribution purposes.  It was decided that a real time feed coupled with a running “snap shot” of historical data would best meet the needs of the customer.  After consulting with the Avaya development staff, Spectrum was able to collect the exact information required by the customer.  By using the robust collection engine (an integral part of the UltraData Enterprise solution) Spectrum was able to collect data from the Avaya CMS and the Email Server.  This made the already potent statistical information from CMS all the more important as a component of other “converged” data.  This solution allowed for data collection, management, and distribution to a desktop client application running at every agent’s as well as ever manager’s desktop computer.  The solution utilizes TCP/IP delivery protocols, which allow for distribution to hundreds of clients with minimal, if any, effect on network traffic load.  The solution deployed was UltraData Enterprise and the PCPop! Desktop client application.  This Avaya DevConnect-Certified solution met their needs for today and will grow as the requirements change in the future.  The solution is made up of the UltraData Collection engine, the administration graphical user interface, and the PCPop desktop server/client module.  It delivers real time statistics from the Avaya CMS while incorporating various other metrics from other applications.  This solution allows the customer to truly “see” what is happening, in real time, throughout the contact center and beyond.  The transition time for their UltraData deployment by Spectrum Corporation was 2 days.  The solution was installed on a stand-alone PC workstation and was collecting and distributing data in a matter of hours after initial install.  Any process including a Spectrum solution will normally follow these steps:

  • Discuss customer’s wants/needs and goals.
  • Quote system items and requirements (initiate Statement of Work)
  • Install main collection engine with any display options (wallboards, thin clients, monitors, remote device such as cell phones, ect.)
  • Perform Training for key operators and management
  • Provide ongoing support/training

Business benefits realized by this Insurance Company:

  • Able to see real time meaningful data at agent, manager, and senior staff levels
  • Empower agents to respond faster and make faster decisions.
  • Improved agents ability to make better decisions and more decisions.
  • Provide management with a tool to monitor performance now and over time.
  • Enable data collection beyond any single device allowing for new and better analytics
  • Provide measurable ROI based on 800 calls, talk times, and other intangibles including but not limited to: report collation, report distribution, compensation measures, etc.
  • Allows agents to feel empowered by alerting them to potentially “troublesome” situations
  • Provides contact center management with a tool that allows for better day-to-day use of their valuable people resource.

Spectrum’s solution components of the UltraData Enterprise software include the UltraData Collector Engine and the UltraData Administration Application.  The DashView Administration gives the customer the option of having future Plasma monitor output.  With PCPop! Server and PCPop! Desktop Clients the customer has a top line software solution at their fingertips.  Spectrum’s Professional Services and Maintenance/support teams keep the software and it’s components running smoothly and accurately.  The Remote Support Package (Used for remote access to system) allows Spectrum technicians the ability to work on the customer’s software and wallboard systems from their desks. 

“The UltraData Solution allows us to be more proactive, better manage our time, and feel like an important part of the team.  Our group’s performance has increased in our average speed of answer, total calls handled, and overall abandoned rate.  As a center agent, it can be very difficult to know exactly which line to answer or to which group or queue I should spend more or less time.  With the new [UltraData] solution we have created new metrics like Premier Callers Holding, Revenue in the Queue, and Dollars per Campaign.  I enjoy the new desktop client and have needed little time adjusting to its capabilities as well the instant messaging feature.”

Signed
Contact Center Agent (12 year veteran)