13 December 2017
visit http://response.ncr.com

Zurich Financial and Kemper Insurance standardise on Siebel

28 August 2001  |  2284 views  |  0 Zurich Financial and Kemper Insurance standardise on Siebel

Zurich Financial Services Group has standardised its customer service operations in Switzerland on Siebel's tailored e-business applications.

The company has deployed Siebel Financial Services as its standard across its six regional customer service centres to synchronise and coordinate customer interactions.

When a customer contacts a service centre, the Siebel system immediately identifies whether the person is a new or existing customer and displays key information such as how many and which policies the person has, whether there are any existing service requests outstanding, and the status of ongoing activities.

Siebel's Computer Telephony Integration (CTI) service provides automatic in-bound and transfer call routing based on comprehensive information about the customer and agent.

Intelligent call scripting presents agents with the appropriate questions and information the agents need to ask and guides staff through the correct sequence of steps, including how customers can make a claim, or what they should do in the event of an emergency. In addition, agents can email or send sales literature, personalised correspondence, and other information to customers at the touch of a button.

Siebel has also won a similar contract with Illinois-based Kemper Insurance Companies. By creating a unified, comprehensive view of customers within its call centres, Kemper aims to improve the productivity of its call centre staff, enhance customer satisfaction, and increase the effectiveness of its independent agents.

Frank Vaccaro, Kemper's director of corporate systems, says: "The Siebel e-business architecture allows us to tie together disparate legacy systems. Furthermore, the call centre and insurance-specific functionality of Siebel e-insurance will allow us to roll out the solution rapidly, permitting our customers to quickly benefit from our superior customer service."

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related company news

 

Related blogs

Create a blog about this story (membership required)
visit www.response.ncr.comvisit www.solutions.lexisnexis.comvisit www.aciworldwide.com

Top topics

Most viewed Most shared
Saxo Bank's 'Outrageous Prediction': Bitcoin to peak at $60k next year before spectacular crashSaxo Bank's 'Outrageous Prediction': Bitco...
12163 views comments | 7 tweets | 7 linkedin
Deutsche Bank paper hails 'huge' blockchain potentialDeutsche Bank paper hails 'huge' blockchai...
9352 views comments | 16 tweets | 22 linkedin
PSD2: Laying the regulatory foundation for a new age in paymentsPSD2: Laying the regulatory foundation for...
7969 views comments | 17 tweets | 36 linkedin
Santander UK poaches Barclays innovation chief Michael HarteSantander UK poaches Barclays innovation c...
7346 views comments | 8 tweets | 17 linkedin
Alior Bank to use Open API platform and accelerator to create fintech marketplaceAlior Bank to use Open API platform and ac...
7189 views comments | 20 tweets | 11 linkedin

Featured job

Competitive
New York, NY - USA (some flexibility on location)

Find your next job