Altitude Software, a leader in unified customer interaction solutions, announces today that one of India’s leading online insurance aggregators, deployed the Altitude uCI solution in its contact center, with very positive results at a time of strong business growth.
The company has already established itself as one of India’s prominent online life insurance and general insurance aggregator. Its unique comparative system boosts its credibility, as it empowers customers with accurate comparative information on insurance products, and access to technology backed, solution driven, customer service.
Easy integration with CRM solution was a critical requirement
The company was looking for a customer interaction management solution that would easily integrate with its communications platform and its CRM solution. The solution should make possible to track the customer, unify its information and enable automatic follow-up calls. Other critical requirements was the ability to do intelligent routing of inbound calls and integrate the call with CRM information in the agent desktop.
“Altitude uCI allowed for a fast and complete integration with the customer CRM solution, blended inbound and outbound communications, provided complete tracking and a powerful outbound dialing solution to follow-up leads. Additionally the solution allows the customer to grow the business because it is flexible and comprehensive” remarked Mr. DJ Dutta, Country Head for India at Altitude Software.
Major change in India’s insurance markets
India is experiencing major changes in its insurance markets as insurers operate in an increasingly deregulated and liberalized environment. “In the first 18 months of operation the customer experienced very high business growth and reached 600 seats in the contact center. The decision to use Altitude uCI helped it to expand without any hassles, while providing a unified desktop with tight integration with the CRM software. The in-house team handled the integration themselves using Altitude APIs with the technical support from Altitude’s India team”, stated Mr. Dutta
The company now uses Altitude uCI solutions for sales and customer service in the contact center. The majority of leads are generated by people looking for insurance or loans on major internet search engines such as Google, Yahoo, and MSN. Prospects can call or request a quote online. After submitting a quote request, the consumer receives a call and his interest in that particular insurance product is understood, before being shared with insurers and other financial services companies. In the follow-up process, the Altitude dialer increases productivity and effectiveness as the call is dispatched automatically and the agent has all the contact details on screen, significantly improving the chances of a sale.
Altitude Software in India since 2007
Altitude Software has a direct presence in India since early 2007, following-up on distribution partnerships with companies such as Wipro; Orange Business Services; FutureCalls Technology and AGC Networks. These partners sell, install, and provide first level support to Altitude solutions. In India, Altitude Software has customers such as Sitel, Tech Mahindra, Infosys, Club Mahindra, Hero BPO, IBM Daksh, Cleartrip, Sterling, and Caliber Point, and is adding fast to a growing customer base.
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 15 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.