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Enhancing Customer Service and Security with an Advanced IVR System

  • Client:

National Insurance Company (NIC)

  • Industry:

Insurance

  • Solution:

IVR System Solution with Advanced Asterisk Modules

Background

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 However, their existing Interactive Voice Response (IVR) system was outdated, causing delays and inefficiencies in customer service.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.”

Solution

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:

  • 1. Automated Customer Routing:

  Intelligent routing capabilities allowed the system to identify customer needs quickly, connecting them to the right department   without delay.

  • 2. Multi-Layered Security:

  Implementing secure voice authentication and encryption, the system protected sensitive information, meeting compliance   requirements.

  • 3. Advanced Call Handling and Tracking:

 Real-time call tracking and reporting modules allowed NIC to monitor call quality, track agent performance, and identify bottlenecks   in customer service.

  • 4. Self-Service Options:

  Customers could access policy information, make payments, and request quotes through a self-service interface, reducing wait     times and freeing up agent resources.

  • 5. 24/7 Availability:

  The system allowed NIC to provide round-the-clock service, ensuring that customers received assistance anytime they needed it.

Results

After implementing Invortech’s advanced IVR solution, NIC experienced substantial improvements in both customer service efficiency and data security:

  • 40% Reduction in Average Call Handling Time:

Automated routing and self-service options allowed customers to resolve inquiries faster, significantly reducing call handling times.

  • 30% Decrease in Agent Workload:

  With self-service features, customers could complete simple tasks without agent assistance, freeing up agents to handle more   complex cases.

  • Enhanced Data Security:

  Secure authentication and encryption features safeguarded customer information, ensuring NIC’s compliance with industry regulations and enhancing customer trust.

  • 20% Increase in Customer Satisfaction:

 With shorter wait times and round-the-clock access, NIC improved customer satisfaction, reinforcing customer loyalty and retention.

  • Detailed Performance Analytics:

  Real-time reporting provided NIC with valuable insights into customer interaction patterns and service quality, enabling data-   driven improvements.

Invortech’s advanced IVR system, built on Asterisk modules, revolutionized NIC’s customer service by delivering a seamless, secure, and efficient experience for both customers and agents. With faster call handling, enhanced data security, and self-service options, NIC significantly elevated its service quality. This success story highlights how a robust IVR solution can streamline interactions, protect data, and strengthen customer relationships, positioning NIC as a leader in customer service and data protection in the insurance sector.

Software is a great combination of artistry and engineering — Bill Gates

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