Industry: Insurance, Telephony, Call Center
Technologies: Dynamics 365 CRM, Genesys
Our opportunity was to integrate Microsoft Dynamics CRM with a Genesys phone system. Our client, a national provider of auto insurance, runs a first-class call center where licensed insurance agents handle inbound calls from prospective customers. The call center serves the United States and Mexico so the project involved international telephone numbers in addition to the common U.S. formatting.
The project goal was to reduce the amount of time it took for agents to identify callers and process requests. Even with their state-of-the-art Genesys telephony system, there was nothing connecting information gathered in Genesys to the quoting application, nor the policy application, nor their Microsoft Dynamics CRM. Calls came in and the agents spent significant time determining if the caller’s information was already stored in one or all of their systems. This reduced the total number of calls an agent could take in a day and caused potential customers to endure longer than usual wait time while the agent searched multiple systems.
Working as the lead between several vendors and internal IT staff, the solution was to connect Microsoft Dynamics CRM to the Genesys telephone system and use the caller’s information passed from the phone system to reduce the agent interaction time. The inbound caller’s number is captured and a search is performed looking for a match in the CRM. If a match is found, the CRM record immediately shows on the screen. If a match is not found, a search screen appears prompting a more detailed search by the agent in case a caller’s number was not recorded during a previous interaction. If a detailed search produces no match, we provided the agent with a one-click solution for creating a new record in Dynamics CRM that populates fields with information Genesys gleans from the incoming call.
Alternetics led the effort that delivered a seamless Genesys to Microsoft Dynamics CRM integration. The client has realized a significant reduction in the amount of time an agent needs to process an incoming call. Agents also benefit from an improved process for note taking, information changes, and real-time policy quotes. There is an increase in the total number of calls processed per agent. Incoming calls from both the U.S. and Mexico are being handled effectively and efficiently. And, this client is experiencing higher employee-satisfaction scores.