Tuesday, 6 November 2012

VEI implements UC for Blue Insurance reducing management costs by 30%

Pictured at the announcement that VEI has implemented a ShoreTel UC
solution for Blue are (l-r) Barry Dillon, regional sales director,
ShoreTel; Rowan Devereux, joint managing director,  Blue Insurance and
Lloyd O'Rourke, co-founder, Voice Engineer Ireland.

Voice Engineer Ireland (VEI), a leading ICT
solutions provider, today announced that it has implemented a ShoreTel
Unified Communications (UC) solution for Blue Insurance that is
facilitating the international expansion of the Irish company. The new
platform has reduced the management cost of voice and data systems by
30% and is improving services for the company's 380,000 customers.

Blue Insurance is in a period of rapid growth and is expanding into new
markets. It recently took on a number of new employees as it is
experiencing increased requests for its products across its online and
phone platforms. To facilitate this growth it needed a new voice system
that could integrate easily with its online platform and provide
superior customer service.

Voice Engineer Ireland (VEI) has implemented the ShoreTel Enterprise
Contact Centre for Blue Insurance, to provide a fully integrated UC
system. Blue Insurance can now take advantage of all the capabilities of
UC including instant messaging, video conferencing, mobility, presence,
and collaboration capabilities.

To build customer loyalty in this very competitive landscape, Blue
Insurance needed to respond to their customers quickly. Optimised call
routing based on skill matching, priority, customer identity and caller
location, are now in place. This ensures the caller is immediately
routed to the appropriate customer support or sales agent who can answer
specific queries.

As soon as the UC solution identifies the caller's phone number, the
agents receive screen pop-ups with detailed customer information and
policies. Having all the information they need to answer account
questions at their fingertips has dramatically reduced call time for
agents and customers.

Agents can also identify the presence of other experts, whether based in
Ireland or other international locations, and can start a call, instant
messaging or video call, to ensure single call resolution for customers.
Employees who wish to hot-desk can be identified as available regardless
of where they are based, ensuring customer service remains the highest

VEI also worked with Blue Insurance to ensure the voice recording system
is PCI compliant. This is essential for companies handling credit card
details. When an operator enters a credit card name into the online
platform, the ShoreTel system automatically covers the conversation with
white noise, ensuring the security of customer's financial details.

Rowan Devereux, Joint Managing Director, Blue Insurance said, "Blue
Insurance has a culture of investing in cutting edge technology and
infrastructure to ensure we are providing the very best service to our
customers, and the ShoreTel solution is helping us to provide an even
deeper level of service. The implementation itself was painless as VEI
worked in consultation with us from the beginning to ensure the ShoreTel
system could meet our unique requirements and those of our customers".

A key element in the decision to implement the ShoreTel Enterprise
Contact Centre was its ease of use and the ability of Blue Insurance to
take total ownership and management of the solution in-house. This is
providing significant management cost savings, for Blue Insurance's
voice and data systems, of 30%.

In addition, VEI customised several applications within the ShoreTel
Enterprise Contact Centre to meet specific requirements of Blue
Insurance and its customers.

Lloyd O'Rourke, co-founder, Voice Engineer Ireland commented, "Blue
Insurance had very specific requirements as they are a growing company,
offering a wide range of policies and pricing structures. Our tailored
solution is enabling them to go to market quickly and easily with new
products and services. As the system has easily integrated with existing
platforms, it puts all essential information within reach for employees,
improving productivity and the time it takes to resolve queries."

Barry Dillon, regional sales director, ShoreTel said, "For a business
like Blue Insurance, operating in a highly competitive market, customer
loyalty is extremely important. Creating a positive customer experience
involves allowing them to engage with the company, where, how and when
they choose. ShoreTel's UC solution optimises the customer experience by
enabling interaction through numerous channels such as phone, instant
messaging or email, whatever best suits the customer's needs. "