Unified Communications Featured Article

Voice Engineer Ireland and ShoreTel Help Blue Insurance

November 14, 2012

If you want a UC success story, Blue Insurance has a good one. Having implemented a ShoreTel Unified Communications (UC) solution with help from Voice Engineer Ireland (VEI), Blue Insurance has seen a 30-percent reduction in the cost of managing its voice and data systems, while improving services for its customers.

In order to provide a fully integrated UC system, VEI implemented the ShoreTel Enterprise Contact Centre. This provided the company with all the capabilities UC offers, such as instant messaging, mobility, presence, and video conferencing.

As a result, Blue Insurance’s call routing is now optimized based on priority, caller location and identity, and skill matching. This allows the caller to be routed to the agent best for them, while the agent will receive detailed customer information and policies upon calling.

Thus, the customer gets to the agent they need faster, and the agent has all the customer information they need.

Agents can also find the present status of other experts and start a call instantly, whether they need video, instant messaging or voice. The new voice recording system is also PCI compliant, so customers don’t have to worry about sensitive information when they call.

"Blue Insurance has a culture of investing in cutting edge technology and infrastructure to ensure we are providing the very best service to our customers, and the ShoreTel solution is helping us to provide an even deeper level of service,” said Rowan Devereux, joint managing director at Blue Insurance. “The implementation itself was painless as VEI worked in consultation with us from the beginning to ensure the ShoreTel system could meet our unique requirements and those of our customers."

Even with all these new features, Blue Insurance’s costs on voice and data systems have gone down 30 percent. Those are some pretty significant savings, especially considering all that they’re getting.

VEI and ShoreTel have done well, and Blue Insurance and its customers are benefiting from it.



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Edited by Braden Becker




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