Contact centers are often the first place that customers go to learn more about a product, inquire about an existing policy, or report the first notice of loss. It's because of this that customers' impressions of a carrier are often established based on their interactions with contact center representatives; However carriers face a number of challenges when it comes to offering efficiency and effectiveness in the contact center, including disjointed process which require the use of multiple applications and re-keying data and reliance on numerous legacy applications.
Read this paper to learn how Infor CRM Epiphany Contact Center enables carriers to create a highly efficient, customer-centric, multichannel contact center - one that integrates legacy systems to an easy-to-use interface, providing a single view of the customer, and facilitates "once-and-done" processing of customer transactions, creating a better customer experience and ultimately customer loyalty.
Unified Communications Research Library
