The E2.5 million installation, providing more than 3,000 insurance advisors with improved call handling capability, was completed over seven months by Alcatel-Lucent’s business partner Amillan, and has already enabled the insurance broker to achieve a high return on its investment.
Swinton opted for the Alcatel-Lucent and Amillan offering based on its superior scalability, as well as the statistical reporting features offered by the network management platform – in‑depth call information including talk times, abandon rates, and internal calls – which Swinton uses to improve overall performance.
Swinton provides personalized service for its customers through its network of high street branches, and ensuring that enquiries from each of its two million policyholders are always handled locally. The sophisticated routing capabilities of the Alcatel-Lucent solution, automatically routes each call first to the caller’s local branch, or alternately to a cluster of ten other area branches. As a result, transfers to the overspill call centre have been reduced by 40 percent. Additionally, branch advisors’s handsets are now able to display call type, driving improved market intelligence to focus on call handling.
The network IP telephony solution is based on the Alcatel-Lucent OmniPCX Enterprise platform, OmniTouch Contact Center software and OmniVista 4760 Network Management platform. VoIP has improved internal communications and enabled free telephone calls among all Swinton sites and branches.
