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Operations

New technology backs up our broker support

In addition to the launch of our Consumer Insurance Platform (CIP), we’ve been making great strides to enhance the functionality of our broker Contact Center. Following are three technology-driven developments that are underway:

  1. Our brokers will soon be able to initiate a live online chat with an internal subject matter expert while interacting with CIP. Offering this additional communication option sets us apart from our competition and enables users to choose their preferred method (phone, email or chat) to request support at their convenience.
  2. A new technology feature allows our Contact Center representatives to indicate the reason for each call with a simple click of a button. This data can then be analyzed to evaluate the need for broker training, future customer portal inclusions and interactive voice response enhancements.
  3. We’ve upgraded our call recording system to be PCI (payment card industry) compliant. That means we can continue recording 100% of our calls for quality assurance but also redact all credit card and banking information to comply with applicable laws. 

These are just three of the many exciting tools that our Contact Center team has at their fingertips, enabling us to provide a quick and knowledgeable solution to broker inquiries.