Insurance outfit updates call centre systems

Red Line Insurance is integrating its legacy IT systems with its call centre technology to allow agents instant access to customer files.

Speaking to Silicon.com, Julian Palmer, director of operations at Red Line Insurance, said the company installed Call View from Swan Solutions to reduce costs and improve customer service.

Future plans include integrating CTI (computer telephony integration) with the voice manager, enabling customers to select from the menu while their details are simultaneously retrieved from data files.

The full interview with Julian Palmer can be seen in Silicon's Call Centre Channel.