Unifying contact centre operations to improve agility and service levels.
Building business by putting customers first
Ingram Micro’s insurance business – Protect Limited, part of the $42 billion global technology leader’s service offering, is a leading provider of Insurance for Smartphones, Tablets, Laptops and Notebooks, covering accidental damage, loss or theft. Insurance services are currently offered across three locations: UK, France and Germany.
Ingram Micro Protect Ltd required a system that would effectively integrate three disparate call centres spread across the UK, France and Germany in order to route callers to the most appropriate team using a variety of differing business criteria including language and the ability to integrate to the company’s Salesforce platform.
eleven’s 50+ years experience in the contact centre industry was called upon to assist Ingram Micro Protect Ltd in finding the best possible solution to their challenge – meeting the needs of a business operating across multiple countries throughout Europe.
From a contact centre perspective, we leaned on eleven for their expert knowledge and they didn’t disappoint. We now have a contact centre that can scale across our European locations, and provide the services which our customers expect.
Centralising control across multiple geographies
From start to finish eleven’s team, led by Albert Keating and Mindy Lee, worked with the Ingram Micro Protect Ltd executive team to deploy the Genesys Business Edition platform, based in the cloud, as a practical solution that would effectively create a virtualised contact centre, acting as a central hub for routing calls between UK, French and German-based contact centres.
As a cloud-based solution, the Genesys platform alleviated the need for space consuming in-house server storage and application costs. Another primary driver for making the transition to a cloud-based system for Ingram Micro was the ability to scale up quickly and efficiently using a cost per-seat basis.
Now, as Ingram Micro Protect Ltd’s contact centres are more capable of scaling up with demand with speed, so the insurance company’s ability to seize market opportunities increased.
Deploying the Genesys platform, allows agents to be located across the UK, France and Germany, and offers the ability to route the calls to different locations depending upon available agents. As a cloud offering, the solution quickly allows Ingram Micro Protect Ltd to change the routing and IVR prompts for the different language requirements.
An Ingram Micro Protect Ltd’s representative commented “From a contact centre perspective, we leaned on eleven for their expert knowledge and they didn’t disappoint. We now have a contact centre that can scale across our European locations, and provide the services which our customers expect.”
eleven worked with us to understand what we were trying to achieve from a business perspective, and converted our requirements into a technical solution, while also delivering a business enabling tool in our contact centre platform. Their industry knowledge was integral to this project.”
Crafting a platform for future growth
Set up primarily as a telephone channel, going forward the Genesys solution, recommended and implemented by eleven’s team, gives Ingram Micro Protect the option to integrate email and other systems providing them with the ideal foundation for their omnichannel future.
“eleven worked with us to understand what we were trying to achieve from a business perspective, and converted our requirements into a technical solution, while also delivering a business enabling tool in our contact centre platform. Their industry knowledge was integral to this project.”
At a glance
- Customer name: Ingram Micro Protect Ltd
- Industry: Insurance
- Location: UK, France, Germany
- Contact centre agents: 15 agents
- Quickly set up a multi-country contact centre
- Deal with three languages
- No technical or business knowledge from a contact centre IMP involvement
- Routing of calls via PSTN lines
- Genesys Business Edition for Voice
- Genesys Voice Portal
- Improved customer experience
- More efficient scalability
Reduced costs associated with the housing and maintenance of in-house servers
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