Pamet - Case Studies - Nationwide Insurance

Overview

CRM, Acer

CRM, Lucent Technologies

CRM, Wedgwood

CC, GCN Web

CC, Kaiser Permanente

CC, Major US Government Agency

CC, Nationwide Insurance

CC, Audium/Genesys GVP

CC, A Large US Financial Institution

CCP, Genesys Oulook Phone

KM, Earthweb

KM, IC Desktop

KM, Blue Shield

CP, Ascend

CP, Commerce One

CP, Deutsche Bank

Client List

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Case Studies - Nationwide Insurance

Pamet creates GVP VoiceXML application.

Challenge

Nationwide Insurance, the Nationwide's commercial and personal lines property-casualty insurance operation, wanted to leverage the power of the Genesys Voice Portal to streamline self-service for existing customers.

Current solution at Nationwide did not support deliver of customer's data with a call. Agents in Call Center were receiving a call and then searched for customer's data in local system. It was slow and irritating process for Nationwide customers.

Genesys Professional Services analyzed current Call Center installation and decided to engage Pamet to perform Design, Development, QA and Installation/Configuration of GVP VoiceXML application.

Pamet's Solution

The solution was to build VoiceXML application that will identify the caller, allow self-service functionalities and attach relevant customer's data collected from local Database system before the call transfer to an Agent.

Customer's data are then used to populate Softphone that allow Call Center Agent to have all relevant data at the same time the call arrives.

Pamet did design, development and deployment in short time frame and VoiceXML application was running at Nationwide in three weeks.

Deployment was successfully done in 4 days utilizing Pamet on-site and of-site recourses.

Genesys Studio was used to generate the code that was further tested at local Pamet GVP Lab as well as at CodeCenter. To perform some of advanced VoiceXML functionalities, direct code writing in vXML was performed.
Pamet delivered detail documentation with Test Cases, Feature specification and Technical design details together with the application code.

Benefits to the Client

With help from Pamet, Nationwide Call Center Agent's are now encouraged to do best of their work by having all needed date at glance, and customers are more satisfied because Nationwide service is now more efficient and precise.

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