Health insurance comparison provider invests for omnichannel customer experience

Choosewell's new cloud-based contact centre solution unites with Salesforce platform to provide agents with single source of truth on customers

A new cloud-based customer interaction platform is allowing Australian health insurance comparison provider, Choosewell, to consolidate contact centre insights into a single interface and improve omnichannel service experiences.

Choosewell is a Melbourne-based health insurance comparison service with more than 70 advisors. Its general manager of digital and IT, Jacob Murray-White, said the organisation’s previous solution for customer support management, Asterisk’s open source platform, didn’t deliver enough capability from a dialling and business analytics perspective.

Following a market review of cloud-based contact centre technology, the group has chosen to invest in Vocalcom’s Omnichannel customer interaction solution. Murray-White said the new platform will enable greater reliability, while also providing customers with the option of omnichannel communications.

The platform is being rolled out by the vendor’s sole Australian distributor and systems integrator, Quality Connex, over a two-month period.

Murray-White said a key consideration in choosing the replacement solution was finding something that could “make our Salesforce contact centre solution sing”. In addition, the Vocalcom platform not only provides traditional contact centre channel management, such as inbound and outbound voice, preview progressive and predictive dialling, it also gives Choosewell the ability to route other channels that exist in its Salesforce environment, such as email, social, cases and others.

“In our view, if you are invested in Salesforce and need contact centre software, native to Salesforce is the only way to go,” Murray-White said. “What we love about the Vocalcom solution is the simplicity of having everything inside of Salesforce and being able to manage everything from within one platform.”

Choosewell will be able store all data within Salesforce, Murray-White continued, and the team can write all workflows in one place without the need for APIs. This will see Salesforce data made available for better routing decisions, which in turn should deliver a much improved customer experience, he said.

“The omnichannel routing provided by Vocalcom will also allow us to ‘push’ all channels to any agent that has that skillset, which will make them more productive and enable us to meet our service levels for every type of contact, not just on the voice side of things,” he explained.

Having a consolidated single interface will enable agents to see every piece of information about the customer in one place, Murray-White said.

“By having every piece of data about every interaction inside of Salesforce, our analytics become much less complex and more powerful, and we will finally have the single source of truth we have been looking for,”he said.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Designing for a cashless society

More movement has been made toward a cashless society recently, and already we are starting to see enormous implications across our society.

Katja Forbes

Founder and chief, sfyte

Setting advertising objectives for financial performance

I’ll often be talking to clients and at some point say, ‘the most important thing is justifying price’. Then moments later, ‘the most important thing is increasing the size of your customer base’.

Kyle Ross

Strategist, TRP

5 common mistakes to avoid in scalable customer experience

CX is about future-proofing your business by ensuring that your commercial model is always looped into your customers' needs, perceptions, values, beliefs, motivators, and detractors.

Tom Uhlhorn

Founder and strategy director, Tiny CX

This is pure vomit material. Self congratulatory blurbs. No evidence of any innovation or actual value created. Most marketers have compl...

Bobbo

Announcing the CMO50 for 2018

Read more

Unfortunately, the title "AdTech Magic Quadrant" is misleading as it only represent a fraction of the ecosystem. It it is a useful docume...

Ludovic Leforestier

Report: Gartner recognises the best adtech players in Magic Quadrant

Read more

Thanks for writing about chatbots. Definitely bots have the exciting future when it comes to customer engagement, transactional and conve...

Giridhar Prathap Reddy

Australian Open chalks up strong ticket sales with chatbot

Read more

Hello, where are the explanations of all the levels explained? I'd like to review this with a couple of colleagues. Thanks.

Melinda Gonzalez

CMO launches CMO CX, debuts customer experience maturity assessment

Read more

A great and accurate commentary - today we rarely get true personalisation. On web journeys cookies or logins remember who we are, what w...

Ian Moyse

Salesforce: Personalisation is a long way off what consumers now expect

Read more

Latest Podcast

More podcasts

Sign in