Contact Center Solutions Featured Article

Najm Enhances Insurance Services with Contact Center Solution

July 09, 2009

In an effort to better handle the influx of calls from drivers involved in an accident in Saudi Arabia, Najm Insurance Service Co. is working with a provider of business communications applications, systems and services to use its contact center technology.
 
The company announced it tapped Avaya to manage calls for those in a motor vehicle accident. Najm determines the people responsible for road accidents and removes vehicles from roads. It also contacts insurance companies and help drivers who posses a valid motor insurance.
 
Najm has been authorized by the General Traffic Department in Saudi Arabia for dealing with road accidents.
 
Avaya (News - Alert) has deployed a robust communications infrastructure for Najm’s six branches across Saudi Arabia for facilitating a hassle-free flow of relevant information between the branches and Najm’s contact center. The Avaya solution can route calls and report accidents directly to the traffic agents who are closest to the scene of the accident for hastening the response.
 
The new system eliminates the need for traffic agents to go from the Najm branches to the accident site which may take longer. The Avaya intelligent communication solution reduces costs associated with travel and enhances availability and reduces the response time of Najm’s 170 traffic agents.
 
Avaya said that its deployment strategy tried to make maximum use of Najm’s existing applications and contact options. Najm can now provide reliable, responsive and around the clock service to customers. These factors are most important requisites for attending to road accident victims. Najm plans to expand the Avaya solution so as to encompass all its 30 branches, the company said.
 
“Avaya’s contact center solutions ensures that our agents are always available with the minimal waiting time for callers, thereby ensuring that customer experience is seamless and efficient at all times,” said Musad A. Aldaood, chief executive officer for Najm Insurance Services, in a statement.
 
The Avaya solution was implemented by its local partner ASACO, which will continue to lend support to Najm Insurance Co. Avaya was also involved during the various phases of product integration and management of the installation process so as to ensure optimum quality and zero delay during the implementation.
 
Several other industries in the region also depend on Avaya’s contact center solutions including Saudi Airlines, the Arab National Bank, BUPA Middle East and Saudi Telecom Company (News - Alert). The company’s solutions support the need for a full-scale customer service operation.
 
Avaya recently made news when the company’s announced its Voice Portal, an ‘open standards’ based platform for automating inbound and outbound voice and video customer care, received a “Strong Positive” rating from Gartner as part of its recent “MarketScope for Interactive Voice Response Systems and Enterprise Voice Portals, 2009.”

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Amy Tierney

Article comments powered by Disqus

Related Contact Center Solutions Articles

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!