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Cunningham Lindsey Turns to Cloud Technology to Streamline its Contact Center Service

By Narayan Bhat
TMCnet Contributor

THe UK’s Cunningham Lindsey has started rolling out NewVoiceMedia’s cloud contact center solution as the insurance claims management service provider is gearing up to cope with the possible upsurge in call volumes during the winter season.

Cunningham Lindsey, whose customer helpline operates round-the-clock, hopes to benefit from the flexibility that the new solution promises.

The solution removes the need for Cunningham Lindsey to have staff on standby (ready to come into the office on short notice) to deal with the emergency. Now there will be no need for emergency staff, because ContactWorld’s solution allows its staff to switch on their laptop and begin serving customers wherever and whenever they need.

NewVoiceMedia’s (News - Alert) cloud contact centre solution was in fact piloted by Cunningham Lindsey’s Bristol-based IT service center before the company agreed to use it for emergency helpline service.

“With cloud technology we’re better prepared than ever before for any upsurge in demand,” said Steve Whetter, Service center director at Cunningham Lindsey.

For insurance call centers, call volumes fluctuate quite often, but they are certain to be high during extreme weather conditions such as floods, storms.

“Businesses live and die by their ability to provide fast, effective and personalized customer service and cloud technology has the ability to deliver this at a fraction of the price of on-premise alternatives,” stated Jonathan Gale, CEO of NewVoiceMedia.

What is interesting with this solution is that it benefits both customers as well as the call center staff.

For staff, the solution helps avoid the need of traveling to the office during adverse weather conditions.