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
cmo-xs-promo

Latest Videos

More Videos

who wants to date me I am 9 years old and i am a boy

Jeremy Hawkins

Sink a sub gaming experience signals Subway's renewed brand push

Read more

Great read. I agree that it should be a perfect balance between interacting with your customers and knowing your brand. As a business, yo...

Caroline Scott

7 ways CMOs can improve their customer engagement game

Read more

Very true. Team development helps improve collaboration among the team members. I was able to improve my team's collaboration skills by t...

Quent Sinder

Why empowering others can help make you a great leader

Read more

CRM is a very good software that can help you succeed in your business. In my company, this system has allowed me to improve customer rel...

Anna Janicka

Sensis rebrands to Thryv and brings business software to Australian SMBs

Read more

AI Leasing Assistants have finally arrived for the multifamily industry. With so many to choose from it can be hard to figure out which i...

Alice Labs Pte. Ltd.

CMO's top 8 martech stories for the week - 6 May 2021

Read more

Blog Posts

Unboxing 101 - How savvy influencer engagement can build a brand

The humble unboxing video is a powerful tool. Correctly executed, it harnesses consumer fandom, viral authenticity and brand design magic to deliver a high-impact message to a tightly targeted cohort of consumers.

Gali Arnon

Chief marketing officer, Fiverr

​Power to the people

Purpose is the ultimate statement of intent for many organisations. Why are we here? What are we trying to achieve?

Rich Curtis

CEO, FutureBrand A/NZ

The playbook to develop strategic brand moats

Warren Buffet is an unlikely ally for marketers. But his belief businesses need strategic moats that increase their value in the market while acting as barriers to competitors can offer marketers a new playbook for brand building and driving growth.

Fabian Di Marco

Founder and managing director, Tzu & Co

Sign in