Union Insurance provides people with access to greater financial security through insurance plans that protect against the financial impact of major life traumas.

Union Insurance strives to exceed its client’s expectations through customer service excellence, embracing technology and innovation to deliver affordable products.

Challenge

  • Facilitate complex blended sales process
  • Increase operational flexibility
  • Improve visibility and margins

Solution

  • Auto-dialling and intelligent, real-time scripting fully integrated with the CRM system

Benefits

  • Increased contact rates leading to higher sales
  • Reduced training times
  • More up-sell/cross-sell opportunities
  • Better visibility of costs and KPIs
  • Increased customer satisfaction rates: 80% of customers would now recommend UIB
  • More efficient business processes
  • Advisors can sell the most appropriate policy and scripts automatically change based on the information provided by the customer.

IT developer, Anousheh Hamidi says “Advisors forgot to ask for certain information and applications had to be re-done. Now, data capture is more complete because the system guides the advisor and feeds the relevant information to them. We can also change scrips easily. The reporting we get enables us to measure conversion rates, which helps us see which products or scripts work best, and if necessary, make modifications on-the-fly”.

Infinity has given us greater control over how our marketing campaigns feed into our call centre, with the right script and product being presented to the agents. I have been very impressed with their technical acumen and the flexibility of the system.”

Anmol Cheema, IT Director.

Workflow

Infinity Workflow gives you the ability to create workflows that guide agents through transactions quickly. Like a satnav, the best route will be calculated based on agent input and customer response.

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Infinity Workflow

Unified Agent Desktop

Equipping agents to successfully serve customers. Infinity’s Unified Agent Desktop solution brings existing data and systems into a single desktop. This removes the need for agents to navigate different systems to find information and provides them with the tools needed to service the customer within one application.

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Unified Agent Desktop

Analytics

Discover your data, improve business processes and spot opportunities. Infinity Analytics makes connections between multiple data points to tease out business insights and trends that might otherwise remain hidden. The ability to take raw data, crunch it and churn out richer, summarised, cross-referenced data is extremely valuable, enabling people to turn it into insight and opportunity.

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Analytics

Outbound Performance Management

A proven, cost-effective call centre solution that uses Artificial Intelligence Techniques (AI) to automate outbound dialling. Save your contact centre time and money when making a significant number of outbound calls. Non-productive tasks, like manual dialling, are automated, leaving users to concentrate on talking to customers.

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Messaging

Consumers have long since gone digital, and now expect to be able to contact any organisation via whatever channel they like. Using our smartphones to discover products, place orders, make payments, and access customer service is just second nature now. Companies that don’t facilitate this run the risk of seeing their customers defect to competitors that do.

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Messaging

Self Service

AI helps to make products and services better for customers and more profitable for sellers and providers. Self-service solutions are generally either voice or text-based, however both use similar Natural Language Processing technologies behind the scenes, including speech/text recognition, text-to-speech, and speech-to-text.

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Self Service

Callmedia

Leverage multiple outbound channels. Create seamless, cross-channel conversations to increase customer satisfaction and eliminate repetition.

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Callmedia

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