Large Scale Contact Center

Organization

Inflight Enterprises Financial Services is a market leader in standardized mortgage and insurance related products across the European continent. The products are offered by 25 offices, which employ more than 3000 professionals. Due to legacy reasons, a variety of contact center vendors are used across the different offices, with most implementations already beyond their end of life.

These different systems have resulted in escalating costs to manage properly and have become a significant problem for efficient intra-company communications. Also, customer representatives hear more and more complaints from clients that are increasingly frustrated with the way the company handles their inquiries, which is only accessible by phone during regular business hours.

These challenges, coupled with an aggressive growth strategy that will result in a significant increase in the number of offices and employees, have resulted in the decision to replace all legacy PBX systems with the Anywhere365 Unified Contact Center (UCC) in combination with a unified Microsoft Teams/Skype for Business infrastructure across the whole organization.

Apart from a dramatic reduction in maintenance fees due to a single system, the company is also able to decimate the telecommunication fees due to the switch to SIP Trunking. Since Microsoft Teams / Skype for Business does not offer full scale Contact Center functionality, Anywhere365 was procured to offer next-generation UCC functionality.

Scenario

Each office is assigned its own Anywhere365 UCC where every employee is represented via their SIP address and a skill set. The skill sets are utilized to assign each employee to the mortgage or insurance division and as many other skill sets as deemed appropriate, together with a skill-level, to indicate the amount of knowledge or the amount of responsibility an agent has with respect to that skill.

Inflight Enterprises is now able to expand their accessibility to other communication channels such as email and (web)chat in addition to plain phone. Business hours are easily managed per office within Anywhere365’s SharePoint page and will be expanded to 8pm in the evening. Clients are still given the opportunity to reach the company via email or leave a callback number outside of business hours.

Anywhere365 will handle each email or callback request in a similar way in that it derives the required skills and hunts the appropriate, and available agent to offer the dialogue too. At the same time, Anywhere365’s tight integration with the company’s CRM will allow relevant information to be presented to the agent at the same time.

This integration also enables powerful customization functionality that will let the UCC behave differently depending on the identity of the caller. Existing clients could automatically get preferred treatment (like skipping the queue) and may even be served by the customer representative that previously helped them, if they have the required skill set to handle the call and are available at that point in time.

When desired, the call may be automatically recorded, where the resulting voice document is available within a SharePoint environment for easy access at a later time. Immediate insertion of the details of the dialogue in the CRM is also possible (who called, when, with whom, how long, keywords of transcripts, replay of a conversation, etc.). This will allow everybody within the organization to be up to date about the engagement process with this particular client, without the burden of having to insert this by hand. Advanced Supervisor functionality is also available, including (but not limited to) having access to a realtime overview of the status of the call center, listen in on ongoing calls or even playback the whole captured screen session of one of the employees for training, compliance or troubleshooting purposes.