Contact Center Software for Insurance Industry

Get contact center software that provides end-to-end data security and helps prevent data breaches across all levels. Ameyo is PCI DSS compliant with certified public cloud environments across India, APAC, Africa & ME. It is also ISO 27001 & ISO 27018 certified. Ameyo follows a detailed product development, delivery, certification, and implementation process, including end-to-end internal testing, periodic VAPT certification with an independent IT Security Agency, and adherence to CVSS.

Create an omnichannel customer experience across all touchpoints. Let your contact center agents drive contextual interactions across chat, email, voice call, video chat, social media, etc. An agent can map customer’s journeys and understand their behavior which helps them further plan and strategize their future interactions.

Ameyo’s contact center software for Insurance enables managers and supervisors to monitor each campaign and assess each agent’s performance. Managers can fetch periodic reports for business-specific metrics like average call handling time, conversion rate, customer satisfaction rate, call quality assurance to be better guided by data while strategizing for their future campaigns.

Let your telemarketing agents up-sell and cross-sell with a comprehensive understanding of customer’s requirements with a unified agent desktop that allows them to access customer information in real-time. Suppose a customer is inquiring about auto insurance. In that case, the agent can easily access their information and gather that the customer is already using health insurance which helps them strike a more personalized interaction. This will help the agent provide relevant information in less time, which further increases the conversion rate.

An insurance company has no control over the communication medium that the customer chooses to connect with their insurer. Provide them with the flexibility to select their preferred channel and let the agents get a holistic view of all interactions across touchpoints. If the customer chooses email as their first line of communication and a call as the second line of communication, the agent should be well equipped to handle the query with complete context.

Understand customer behavior with sentiment analysis and prioritize the critical tickets. When a customer is raising a query for a health insurance claim, their request should be resolved instantly. With an intelligent heat map index feature, identify such hot queries and auto-assign them to the agents on priority. Heat map analyzes the status of the ticket, SLA, number of unanswered messages, and customer’s emotional state to help agents identify the next best ticket to address.