SPINE for Insurance
Build trust and loyalty, and deliver personalized insurance experiences across channels
Connect with your customers on their preferred digital channels: voice, email, chat, SMS, video, social media, etc. Build trust and loyalty by providing meaningful insurance experience where every customer interaction counts.
Provide personalized insurance experience
and boost digital service adoption
Empower your agents to better serve customers with a 360-degree customer view. Provide them with up-to-date, real-time customer information through a single interface that integrates with CRMs and other business applications. Empower your customers with 24/7 self-service capability to drive adoption of digital services and increase customer loyalty.
Self-Service IVR
Cut costs with an interactive IVR that enables customers to quickly get the answers they need so agents can focus on the most complex requests.
Intelligent Routing
Automatically route inbound contacts to the best available resource based on your personalized business rules and increase First Call Resolution (FCR) rates.
Unified Agent Desktop
Give your agents a 360-degree view of customer information that empowers them to deliver a personalized customer experience.
Route customers to the most qualified agent
based on their preferences
Automatically route inbound contacts to the most qualified agent based on customers’ preferences to increase First Call Resolution (FCR) rates. Routing options include skills-based routing, last agent routing, priority routing, time-of-day routing, and more.
Omnichannel Capabilities
Engage customers across all channels (voice, email, SMS, web chat, IVR, chat bots, video and social media) from a unified desktop.
IVR System
Make interactions easy and improve customer experience with a fully integrated and customizable multi-level Interactive Voice Response (IVR).
Automatic Call Distribution
Route inbound calls to agents based on caller data, IVR selection, business hours and agent skills to optimize each caller’s experience.
Improve debt collection and increase recovery rate
Improve debt collection and recovery rate with SPINE Debt Collection solution. Set up automatic reminder calls and message notifications to remind your customers of their upcoming payment settlements and due dates.
Debt Collection Solution
An intuitive and fully integrated debt collection solution to run your collections department and increase recovery rates.
Outbound Contact Center
Engage with customers on their preferred channels using a best-in-class outbound contact center solution to increase sales conversion rates.
Seamless Integrations
Integrate Spine with your systems, including CRM, DB, ERP and many others, to ensure all customer data is available in one interface.
Boost your call center productivity and foster
customer trust and loyalty
Improve outbound performance with a range of customizable dialing modes to expedite collections, account engagement, and more. Deliver a great insurance experience with intelligent routing and seamless CRM integration capabilities. Empower your managers and supervisors to monitor outbound campaigns and agent performance, and make adjustments as needed.
Customer Service Solution
Track and monitor your customers’ requests, complaints and inquiries with a omnichannel and intuitive customer service solution.
Ticket Management System
Keep track of your customers’ complaints and inquiries with a powerful yet flexible ticketing system ensuring your compliance.
Quality Management
Capture and evaluate interactions across voice and digital channels to ensure contact center quality assurance and compliance.
Take advantage of a set of analytics features to find insights
and achieve better outcomes
Monitor key metrics and SLAs of your call center across all communication channels in real-time and make the right decisions to improve operational efficiency. Analyze specific business metrics, identify gaps in team efficiency, optimize your operations and reduce call center costs with historical metrics and reports.
Agent Reporting
Track agent productivity and rank agents based on their performance in order to improve agent management and identify training needs.
Historical Reporting
Identify gaps in team efficiency, optimize your operations and reduce call center costs with historical metrics and reports.
Custom Reporting
Synthesize large amounts of data and generate your own reports to get valuable insights into customer service operations.
Integrate customer data from any system to create
a seamless customer experience
Seamlessly integrate with your CRM and other business applications to access a 360-degree view of your customer’ history and personalize every interaction to improve the customer and agent experience.
CRM Integrations
Integrate Spine with your systems, including CRM, DB, ERP and many others, to ensure all customer data is available in one interface.
REST API
Easily integrate SPINE with your other systems and build custom workflows for your contact center with our open APIs.
DB Integrations
Integrate different databases and enrich customer data to create personalized customer experiences that are unique to your business.
Our Clients
Our consultants will be happy to presenting our solutions to you remotely or on site, discussing your needs, and advising you on the best implementation approach.