28 January 2019

FALLBACK SOLUTION SECURES INSURANCE COMPANY TELEPHONY

When you handle up to 3,500 calls per day, with over 300 people active in your switchboard, reliability and a fallback are important. Therefore, one of Sweden’s largest insurance companies with local representation across the country uses a fallback solution in MiniVoice with completely independent mobile answering groups.

– We started looking at different solutions 2 years ago when it came to fallback, and we explored different switchboard solutions. After a dialogue with our switchboard provider, they recommended MiniVoice, so it was an easy choice. In my role as IT and technology manager here at the insurance company, it was important that we had a good connection and found a service that we could trust, which we found in MiniVoice Premium.

The fallback function works in a way that when the regular switchboard is down, the insurance company can easily activate the service. When the service is activated, a mirrored version of the regular voice response and menu selection is used, but informing about the disruption.

– It gives us the security of having a fallback function that we know works. When the switchboard is redirected, we have 10-15 mobile phones connected to our fallback menu, which is completely independent of our switchboard. In the service, we then have menu choices that explain and clarify the situation and the choices you can make, which enables callers to still get help and information, says the IT manager.

In order to continuously ensure that everything works as intended, operational tests of the service are carried out to be well prepared when a disruption occurs.

– We do our tests ourselves, which is very simple and easy. The whole service is very easy to manage, which was one of the most important aspects when we were looking at different solutions. Since I am solely responsible for the administration of our switchboard, I prioritize a simple and good web interface, which MiniVoice certainly has I can highly recommend MiniVoice Premium fallback for other operators in similar situations as us.

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