Contact Center Solutions Featured Article

March 17, 2008

THE EXCHANGE Launches Call Center CRM Solution

By Tracey E. Schelmetic

E-commerce solutions provider The Exchange announced the launch of its new call center CRM system, based on its Officeweb back-office solution. The new system is now live with the first client, Click Group (www.click.co.uk), a fast-growing, U.K.-based secured loans and life cover specialist.

The Exchange’s Officeweb call center solution was launched as a market-wide proposition that can be tailored to the needs of any financial intermediary business or any other call center-orientated businesses that requires a CRM solution integrated to their telephony systems.  The new system was developed in partnership with Callmedia, a UK technology provider of contact center and CTI software.

David Child, managing director of 1st and The Exchange, explained, “We are delighted to be able to launch this pioneering new technology today, following all the hard work from both Callmedia and our own in-house development teams. And, it is particularly rewarding to have enabled Click, as the largest non-advised protection business in the UK, to be our first live client.

“With Officeweb, our Exweb portal solutions and our other new market developments like Adviser Evolution, Vertex (News - Alert) is now uniquely capable of providing any financial services business with the most innovative technology and systems needed to gain the vital competitive edge.”

Using components of the Exchange’s Officeweb product, Click has developed the first fully automated end-to-end CRM system in the protection distribution market. As a policy progresses through the underwriting process to being placed on-risk, Click customers automatically receive updates and confirmations electronically via e-mail or SMS (text). This brings the full Internet retail buying experience to the purchase of a financial services product, from immediate confirmation of the product purchased to notification of what to expect next, including full commission disclosure. All communications are seamlessly stored in Click’s back office system, including Exweb "quick-quotes," new business, policy tracking and status information.

Click is aiming to achieve a 20 percent improvement in efficiency through the use of the new Officeweb call center system. This goal is based on a seamless sales process which makes it faster and easier to obtain life assurance online, combined with the speed and quality of the post-sale customer contact.

For more information, visit www.click.co.uk.



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