MetLife Launches Advanced Telephony System For Customer Care

MetLife India Insurance Company (MetLife), a life insurance provider, has launched MIVRA – MetLife Integrated Voice Response Application, an Advanced Telephony System that combines the advantages of technology with human resources. MIVRA was specially designed to expand the access opportunities to more customers, raise the efficiency bar of the service levels provided and at the same time reduce costs for the organisation. With this, MetLife will have a 24/7 perspective on customer requirements, which will further help improve customer responsiveness.

“Customer centricity is a key differentiator in this competitive business environment. This can be achieved through better responsiveness to the customer’s needs. MetLife is committed to enhancing the customer experience at every touch point,” said Rajesh Relan, managing director, MetLife.

Speaking about the new technology, Peter Gartenberg, managing director and CEO, Siemens APAC Region, said, “This sort of a contact centre is amongst the first few deployments in the insurance sector in India allowing the customers fast and easy access to information around the clock. The built-in analytic model uses actual data trends to predict patterns and contact volumes in real-time, thus, ensuring the caller has a rich user experience each and every time he/she calls up MetLife for information”.

The menu map of MIVRA has been designed to keep the interface simple and easy to understand. The Siemens solution encompasses the latest HiPath 3800 and the HiPath ProCentre Contact Centre solution. The solution can expand allowing users to dial in through a multi media interface and allows access from telephone and e-mail. The HiPath ProCenter offers unique presence and collaboration tools. These tools dramatically increase ‘first contact’ resolution rate. The built-in analytic model uses actual data trends to predict patterns and contact volumes in real-time, improving decision making regarding contact routing and staffing resources and thus, adding value to the user experience while they interact with MetLife for assistance. ( www.moneycontrol.com )