eCCMS Implementation for a leading Insurance Company

Challenges

• To bring in better productivity and visibility in terms of Call Handling and Call Servicing
• Concentrate on Providing Quality Customer focus and spend less time on redundant Call Logging activities
• Provide customer satisfaction with value added services such as Parking, Forwarding, Retrieving, Call waiting, CLIP etc.
• Deliver on Service Level Agreements with least disruption of service

Based on our understanding of customer requirements, we estimated that the customer required a robust and scalable Solution that could cater to

• Increased growth
• Provide competitive advantage.
• Handle the increasing DNC list (DO NOT CALL LIST)
• Result in tangible process improvements.
• Provide Features to support call center activity such as
• Call logging,
• Call barging,
• Call recording,
• Failover of link and server
• Provide operational support to run their IT Operations efficiently with least disturbance

Our Solution

• eNoah implemented its Call Center Management Solution to resolve the client’s concerns successfully. eCCMS is an integrated CRM, Automated workflow Call Center Management Solution with Advanced Dialer features. eCCMS was designed to boost productivity, is very intuitive,customizable and simple to use
• eCCMS is also able to effectively manage customer relationships and ensures that business processes are performed proactively according to specific and critical business requirements
• It facilitates contact centers to manage contacts and ensures that the information flows efficiently and profitably with visible business productivity

• Supports Call Barging, Logging, Recording etc
• Supports Inbound, Outbound, Mixed calling and Autocall back
• Payment Gateway Module that supports IVR credit card payment
• In built Echo Cancellation option
• Option to integrate with Open source CRM (Sugar CRM,Vtiger CRM) or existing CRM
• Payment Gateway Module that supports IVR credit card payment
• Supports Telemarketing without agents
• Supports Interactive Voice Response
• Integrated call recording
• Three way calling within the agent application
• Scheduled callbacks
• Flexible dial plan login and Time based rules
• Phone directory and dial by name support
• Ability to dial on a single campaign across multipleasterisk servers or multiple campaigns on a single server
• Ability to broadcast dial to customer with a pre-recorded message

Key Benefits

• Real time reports – Campaign wise Details/Summary reports
• Inbound and Outbound Calling reports – Hourly, Daily, DID,IVR, Leads, Status
• Agent reports – Time, Status, Performance, Time sheet Details
• Time Clock reports and Other reports – System Performance,Maximum System Stats, Admin Change Log

Comparative Study – Manual vseCCMS

• Necessitated Minimal Training Period and Transition Time
• Brought in High Productivity
• Afforded High Customer focus
• Downgraded Wait Time and Drop ratio