Accident Fund has deployed the HiPath ProCenter Enterprise solution, an important component of the OpenScape Contact Center portfolio from Siemens Enterprise Communications (News - Alert). Accident Fund Insurance Company of America helps protect employers and employees from issues arising out of work-related injuries. Accident Fund also deployed Siemens' (News - Alert) HiPath 4000 real-time IP platform to provide digital, analog and VoIP functionality on a single platform.

 

Accident Fund now gets a unique intelligent skills-based routing process that ensures callers are directed promptly to the representative best suited to help them. Apart from improving productivity for the representatives, this also minimizes wait times.

 

Accident Fund claims that the solution has enabled them to reduce their call abandon rate by almost 50 percent. Callers will still reach a live person even at times when there are fewer resources available. Also, Accident Fund can better merge the workload and pay scale in their call center with the help of the new routing and dynamic queuing capabilities based on a unique skill resume for each representative.

 

Accident Fund has approximately 150 call center agents in two locations. Customers approach the call representatives with various questions on workers' compensation claims, policies, billing and other concerns.

 

Accident Fund will now get strong reporting and real-time management capabilities with HiPath ProCenter. This will provide the company with an opportunity to improve each caller experience. Accident Fund can utilize representative resources more efficiently, freeing them to focus more on customer care using more effective performance data. Helping to increase individual productivity and contributing to higher first contact resolution, presence and collaboration tools deployed on the representatives' desktops streamline communication among different lines of business.

 

“Using HiPath ProCenter, Accident Fund has been able to dramatically improve customer service while increasing the efficiency and productivity of its contact center representatives,” said Don Greco, director of solution management for Siemens Enterprise Communications. “Our extensive contact center expertise coupled with the comprehensive solution that Siemens was able to deliver, comprised of the OpenScape Contact Center solutions portfolio and HiPath 4000, provided the superior features, performance and pricing that Accident Fund required.”