The solution, designed and developed by Azzurri’s Contact Centre Practice, based on a platform from Avaya, will improve call answer speeds for both Roadside Assistance and Insurance. Phil Buley, Director of IT Operations, the Acromas Group (which owns the AA) said: “Currently if something causes a call backlog at one site a customer could be waiting longer than one routed to another centre. The new system provides a single ‘virtualised’ queue – so no matter where the call enters our network, it will be routed to the next appropriate agent. This will significantly improve the customer experience that our contact centres can provide.”
As the new system will be able to route calls more intelligently, the AA is expecting to see an improvement in customer service, particularly in call answering speeds. Azzurri’s Contact Centre Practice has developed a new intuitive front-end application to automate and greatly improve the identification and validation stage of the insurance renewal process. By integrating the self-service application with the new CTI (Computer Telephony Integration) application, customers will no longer need to enter long personal identification numbers. This enhancement is expected to enable a significant increase of self-service renewals.
Phil Buley said: “We chose Azzurri as the commercial insight they demonstrated during the tender process really stood out. We already knew of their ability to deliver and of their excellent service and support through their longstanding relationship with Saga, another company within the Group, so the decision made a great deal of sense.”
The AA expects the new solution to be able to reduce its ongoing support costs whilst maintaining the same level of management. Buley said: “Having a common telephony platform across the Group will mean the challenges we currently face in maintaining numerous systems from different vendors will be removed. Being able to deal purely with Azzurri for all our support issues going forward will enable our internal team to provide a more effective and responsive service.”
Jason Standerwick, Sales and Marketing Director for Azzurri said: “Contact Centre virtualisation is increasingly a very smart move for businesses to consider as they seek to enhance their customer service and competitiveness, whilst continuing to reduce costs. Azzurri’s customers who choose this path, like the AA, can benefit from our strong vendor relationships, our long history of consistent implementation and reliable support services and our clear commercial vision.”