ING Mexico centralises CRM with Avaya
05 July 2006 | 1710 views | 0
When ING Mexico, a leader in providing insurance, pension benefits and financial services in Mexico, needed a way to enhance customer service by connecting customers to the right agent and at the right time, the company selected an Intelligent Communications solution from Avaya, a leading global provider of business communications applications, systems and services.
With branches located throughout Mexico, ING needed to centralize its customer care operations in order to improve efficiency and customer service. The company established a contact center in Mexico City with 305 employees and 229 agent positions that attend to an average of 220,000 calls each month. Car accident reports, health and life insurance inquiries, pension information and tele-sales are just some of the services provided via the contact center in addition to services for ING employees such as IT and HR support.
To manage call routing, Avaya Customer Interaction Suite contact center software allows incoming calls to be automatically distributed based on preset parameters. As a result, callers are more quickly and efficiently connected to the agent who can best attend to their needs. For example, 80% of calls related to accidents are quickly identified and attended to in less than 10 seconds, and in the case of customer service, in less than 20 seconds.
The new system provides routing and reporting tools to help better balance calls among the staff, which, in turn, can be scheduled more efficiently to match higher-volume calling times. From the Avaya MultiVantage Communications Applications portfolio, Avaya Communication Manager IP telephony software serves as the core of the new communications network at each site. Avaya Call Management System software provides reports and management tools needed to monitor and analyze contact center performance, showing where improvements are needed and where to take fast effective action.
Another one of the benefits that ING has obtained from Avaya's technology has been a reduction from 8% to 2% in the call drop-out levels, as well as better business integration. Reducing time has had a significant impact on customer satisfaction, as well as resource management and costs.
"Avaya has been a great technology partner to ING. They understand our business, and have been extremely flexible in addressing our needs. We can now offer our customers a single-point-of-contact and provide them with superior service," said Antonio Fernandez, executive vice president for ING Mexico.
The Avaya solutions supporting ING's contact center consist of an Avaya Media S8700 Media Server, an Avaya G600 Media Gateway, Avaya Call Center Software with Automatic Call Distribution, Call Management System and Interactive Voice Response and recording capabilities for quality monitoring.