Call Center Management Featured Article
Student Insurance Provider guard.me International Partners with Avaya for Contact Center
Insurance companies have unique needs for call center flexibility. Insurance is a high-touch industry when it comes to customer support, and a unified call center solution is vital to service customers across multiple touchpoints and via different media – phone, email, app and even social media – at critical points in the customer journey.
guard.me International Insurance is a provider of international student health insurance for private and public universities and colleges, language schools and school boards. Recently, the company needed to modernize their communication solutions with the flexibility to support their growth expectations and the evolving needs of their customers. In recognizing the urgent need to maintain business continuity and keep its workforce safe through the current global COVID-19 pandemic, the company also wanted to quickly and efficiently implement remote-work solutions for employees.
To effectively modernize its call center presence, guard.me International Insurance partnered with Avaya (News - Alert) Holdings Corp. to enhance its contact center capabilities and mobilize its remote workforce. Avaya Contact Center and Avaya Subscription solutions helped to provide guard.me with advanced communications to serve its students through call, email, chat, SMS and self-service functionalities. guard.me agents can also take advantage of Avaya Contact Center co-browse features, enabling them to work with a customer on their shared screen during a call to facilitate better and more satisfying engagements.
“We strive to deliver the personalized attention and culturally-sensitive solutions students need, while offering forward-thinking tools that make administration easier for school staff,” said Keith Segal, President and CEO of guard.me International Insurance, in a statement. “In order to provide the best services for our customers, we needed a contact center solution to enable a modern workforce that streamlined our operations and also featured the scalability requirements for our future growth plans.”
In addition to Avaya, guard.me evaluated solutions from Cisco (News - Alert) and Genesys. They ultimately chose Avaya.
“It was clear that Avaya was committed to helping us provide the best experiences for our customers as well as a valued partner we continue to evolve our business,” said Segal.
The result of the Avaya technology adoption has been an increase in employee retention and higher satisfaction for the students that depend on guard.me’s service.
Edited by Maurice Nagle