[March 22, 2005] Trover Replaces Nortel with Nuasis NuContact Center; Software-Only, VoIP Call Center System Processes More Customer Contacts for Increased Profit Potential Tweet MOUNTAIN VIEW, Calif. --(Business Wire)-- March 22, 2005 -- Nuasis(TM) Corporation, the IP contact center company, today announced that Trover Solutions, Inc., the leading provider of recovery services to the insurance industry in the United States, has selected the Nuasis NuContact Center to replace its Nortel system in its Healthcare Recoveries(R) division call center. The IP-based Nuasis system with built-in CTI and native IVR, will allow Trover to dramatically improve its customer service capabilities, effectiveness and efficiency. Trover's Healthcare Recoveries' unique, integrated recovery services combine a disciplined process with the use of expert staff and proprietary technology to deliver leading-edge solutions for Overpayment Recovery, Provider Bill Audit, Subrogation and the other, focused recovery needs of healthcare payors. Trover will implement the Nuasis IP-based architecture that converges voice and data onto a single network for better customer response management in its 130-seat call center in Louisville, KY. The Nuasis system integrates the distribution of phone, email and web collaboration sessions on a single platform. By combining all media types on one system, companies like Trover can deliver consistent experience to their customers, regardless of how the customer chooses to initiate contact with the company. "Our decision to purchase the NuContact Center system was based on our desire to improve our service levels and increase the efficiency of our contact center. The built-in CTI and native IVR capabilities fulfill that need by giving us functions such as screen pop, skills based routing, data directed call routing, call back and voice mail as routed contacts," said John Combs, senior vice president, Trover. "This means our callers will be handled more quickly and effectively by the best skilled agent based on the characteristics of the interaction." Call center productivity and customer satisfaction are enhanced through an integrated desktop that presents voice, email and web contacts to the agent. The high costs of managing two separate networks for voice and data and developing computer telephony integration (CTI) applications for multiple media types provided additional incentive for Trover to move to a single-network, all IP system. With the NuContact Center operating on a single network, the need for complex and costly integration efforts associated with CTI projects are minimized or eliminated. The system enables easy integration with enterprise CRM systems to support applications such as database dips and customer record delivery (screen pops) to the agent desktop. The Trover integration will be to their proprietary Oracle-based recovery software product, Troveris. Integrating such applications with the NuContact Center is a matter of a quick system configuration versus traditional complex integration projects. "Companies struggle with the deployment of multiple service models -- self-service with IVR, deferred assistance with email and immediate assistance via telephone. We're delighted that our customers, such as Trover, see the value of the NuContact Center and its ability to integrate these service models," said Ed Lauing, president and CEO, Nuasis Corporation. "The easy integration of multiple customer service models is what makes the contact center the killer application for VoIP." About Trover Solutions, Inc. Trover Solutions, Inc. is the leading provider of recovery services to the insurance industry in the United States. Trover offers innovative solutions to healthcare payors through its Healthcare Recoveries division and to property and casualty insurers through its TransPaC Solutions division. The company also offers its proprietary recovery software, Troveris, to in-house recovery units. For more information visit www.troversolutions.com. About Nuasis Corporation Nuasis Corporation, the IP contact center company, provides companies with enterprise software that improves customer service and reduces call center operating costs. The company's product, the NuContact Center, is leading the transformation of the customer contact center from proprietary circuit-based ACD switches to IP-based enterprise software applications for intelligently routing customer inquiries via the phone, e-mail, and Web. It competes against call center products offered by companies like Aspect Communications (Nasdaq:ASPT), Avaya (NYSE:AV) and Cisco Systems, Inc. (Nasdaq:CSCO). Headquartered in Mountain View, California, Nuasis has offices in major metropolitan areas across the United States. For more information, contact Nuasis (650) 318-2200 or visit www.nuasis.com. Nuasis and NuContact Center are trademarks of Nuasis Corporation. [ Back To TMCnet.com's Homepage ]