Uni Systems Installs INTERAMERICAN Anytime Contact Center

Submitted on 2011, February 24 - 15:18

Uni Systems installed a cutting edge Contact Center for INTERAMERICAN, designed to provide optimal services for its Anytime insurance service clients. The new project significantly upgrades the operation of INTERAMERICAN’s insurance service as a whole, given that the products of 1st direct insurance are selected either by phone or through the Internet.The new Contact Center is based entirely on SIP technology—without the physical presence of a live call center. The system includes a Genesys call management platform  that provides incoming call recording and call management services. in addition, an IP voice recording system was installed. The center's representatives use softphones with headsets rather traditional telephone cradle sets.This solution was chosen based on the combination of its technological excellence and low acquisition and maintenance costs. Mr. Τasos Iliakopoulos, INTERAMERICAN’s Direct Business Manager, said about the new project: “The rapid and successful installation of the new system provides us with a reliable solution, which supports Anytime’s demands effectively and meets our current and future needs". For Uni Systems, the primary challenge of this project, the implementation of which began in December 2010 and was completed in January 2011, was the smooth and seamless transition from the previous live call center to the new one, without suspending the operation of the service. This parameter had been anticipated during the design stage and the new Contact Center was successfully commissioned, with no downtime whatever.This successful implementation is of special importance since it represents the first official installation of this solution world-wide.

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