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Servion partners Cisco to redesign Bangkok Insurance contact centre solution

Zafirah Salim | Oct. 17, 2014
This solution enables BKI to integrate the different business units, streamline processes and improve cost efficiency.

(From left to right) Patomporn Ongwisit (Regional Solution Consultant, Servion), Abhijit Banerjee (Vice President and Region Head APAC, Servion), Apisit Anantanatarat (Executive Vice President, Bangkok Insurance PCL) and Natdanai Pornchaisiriarun (Senior Vice President, Information Technology Department, Bangkok Insurance PCL).

Servion Global Solutions, a customer interaction management solutions provider, announced yesterday that it has partnered with Cisco Systems to design and implement a centralised contact centre solution for Bangkok Insurance (BKI), a Thailand-based non-life insurance company.

A former fragmented approach towards handling consumer interactions has been completely redesigned to improve the speed, quality and consistency of Customer Experience delivery, irrespective of the channel used by consumers.

In its media statement, Servion said that it has conducted a comprehensive business assessment employing its Customer Interaction Management Assessment methodology, which involves studying customer interaction points, business flow, call volumes, reasons of interaction, processes, information flow charts and other related areas that impact customer experience.

Following the assessment, Servion will now develop a centralised contact centre solution, enabling BKI to integrate the different business units, streamline processes and improve cost efficiency. The overall technology architecture designed by Servion will be deployed on Cisco's Contact Centre platform.

The complete system will include an Interactive Voice Response (IVR) self-service module to enable BKI to reduce waiting times through accurate call processing and provide first-call resolutions. It will also include inbound and outbound customer interaction processes, real-time and historical reporting as well as enhance business opportunities by providing upselling or cross-selling opportunities using CRM customer data.

Dr. Apisit Anantanatarat, Executive Vice President, Bangkok Insurance PCL, said that "customer centricity" is key to the company's business vision, adding that "robust and responsive systems" are critical in achieving this.

Commenting on BKI's efforts in overhauling its customer experience infrastructure, Vatsun Thirapatarapong, Managing Director for Cisco in Thailand and Indochina, said that it is confident that its technology, together with Servion, will meet the needs of BKI's growing business and help increase productivity of their employees, and ultimately improve customer experiences.


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