VERTAFORE USES OMNI-CHANNEL TO REVOLUTIONIZE CONTACT CENTER

Vertafore, a leading software provider for the insurance industry, wanted to revolutionize customer experience. Steve Cox, Vice President of Customer Support and Technology, explains how Vertafore boosted customer satisfaction and increased agent productivity with NewVoiceMedia's Omni-channel routing.

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TRANSITIONING TO AN OMNI-CHANNEL CONTACT CENTRE?

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LiveAgent Chat Features

Consistent Experience

Provide a rich, consistent & integrated experience irrespective of the channel chosen by the customer that also reflects your business priorities for customer service.

Dynamic omni-channel routing

Consistenlty route customers across your channels based on the latest information stored in Salesforce, such as case owner, last agent spoken to, or their latest post-call survey.

Omni-Channel Availability & Presence

Salesforce users have only 1 place to set their availability as well as check peer presence, which improves total operational efficiency.

Screen-pop

Before accepting a chat, an agent can receive a screen pop of any object in Salesforce, like cases, contacts or any customer object. This saves agent time and effort, while improving the customer experience.

Chatbot to Human Voice/Chat

When it is time for the human touch, NewVoiceMedia can route a chatbot conversation to the best available agent in the voice or chat channel.

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