Health insurance comparison provider invests for omnichannel customer experience

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.

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