Signal Iduna wants to meet its customers at eye level and focuses on the excellent quality of the customer dialogue. The telephone service is also in focus. After all, this channel represents a direct point of personal contact between the company and its customers. The insurance company meets the challenge of connecting each caller with an appropriate contact person with an intermediary routing facility.
Back in 2016, IP Dynamics installed a Voxtron Communication Center (VCC) at Signal Iduna on an existing Skype for Business infrastructure. At the end of 2017, the insurance company then decided to integrate a modern voice portal into the system. The new voice portal aimed to reduce the workload of service center employees, reduce customer call forwarding rates and shorten caller waiting times.
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