National Insurance Company (NIC)
Insurance
IVR System Solution with Advanced Asterisk Modules
An advanced IVR system was the solution National Insurance Company (NIC) needed. As a well-established insurance provider, NIC handles thousands of customer inquiries daily. However, their existing Interactive Voice Response (IVR) system was outdated, causing delays and inefficiencies in customer service. Additionally, data security was a growing concern, as customers often shared sensitive information over the phone.
NIC partnered with Invortech to implement this advanced IVR system solution, leveraging Asterisk modules to streamline customer interactions and ensure data security.”
Invortech designed a custom IVR system built on Asterisk’s powerful modules, tailored to meet NIC’s specific customer service needs. The solution offered a seamless, secure, and highly responsive system for handling customer inquiries, quotes, and policy information requests.
The new IVR system featured:
Intelligent routing capabilities allowed the system to identify customer needs quickly, connecting them to the right department without delay.
Implementing secure voice authentication and encryption, the system protected sensitive information, meeting compliance requirements.
Real-time call tracking and reporting modules allowed NIC to monitor call quality, track agent performance, and identify bottlenecks in customer service.
Customers could access policy information, make payments, and request quotes through a self-service interface, reducing wait times and freeing up agent resources.
The system allowed NIC to provide round-the-clock service, ensuring that customers received assistance anytime they needed it.
After implementing Invortech’s advanced IVR solution, NIC experienced substantial improvements in both customer service efficiency and data security:
Automated routing and self-service options allowed customers to resolve inquiries faster, significantly reducing call handling times.
With self-service features, customers could complete simple tasks without agent assistance, freeing up agents to handle more complex cases.
Secure authentication and encryption features safeguarded customer information, ensuring NIC’s compliance with industry regulations and enhancing customer trust.
With shorter wait times and round-the-clock access, NIC improved customer satisfaction, reinforcing customer loyalty and retention.
Real-time reporting provided NIC with valuable insights into customer interaction patterns and service quality, enabling data- driven improvements.
Software is a great combination of artistry and engineering — Bill Gates
