Tower Life Insurance Realizes ROI Through Zeacom Communications Center

Recently from VoiceCon 2010 in Orlando, Zeacom, the leading global provider of unified communications and contact center software for small-to-medium-sized enterprises, announced the successful results and true ROI from Tower Life Insurance's deployment of Zeacom Communications Center (ZCC) software. Based in San Antonio, TX, Tower Life (TL) Insurance is a leading life, health and accident insurance company that specializes in providing large, multiple-site employers with complete third party administration services.

In late 2007, TL executives realized they needed to replace the existing call center operation with advanced tools with which end-users could more efficiently manage customer relationships. An implementation team consisting of Tower Life, Zeacom and Cross Telecom personnel, worked together in implementing a comprehensive solution that dramatically improved customer self-service options, achieved greater efficiency of customer service reps (CSR), and has enhanced reporting to support future changes in self-service options, pricing and client contact management.

According to Tower Life Insurance Vice President, Ben Zachry, "The new Zeacom system has positively affected our entire organization - well beyond our Customer Service Department. The project coordination and scheduling was outstanding, and the follow-up and technical support we received from Zeacom has been superb."

With Zeacom software in place, CSRs are now empowered with increased visibility on call queues. Their call routing capabilities have ushered in a new sense of teamwork and service given to callers has improved substantially. Interactive Voice Response capabilities have provided a significant measure of cost control, while helping callers reduce the time spent on the phone for inquiries that do not require a conversation with a representative. Efficiency has been streamlined through Presence capabilities - which enable CSRs to see if a colleague is on the phone, on a break, or available to take a call.

Since implementation of the new system, Tower Life has reduced training time for being able to accept live customer calls by 50%. The deployment was complete over a single weekend, which resulted in no downtime for customers. Tower Life's customer service reps are now empowered to efficiently manage call queues across a variety of media - phone, email, fax, and web callback - directly from their desktops. In addition, as Zeacom software resides on a single platform, it is able to seamlessly integrate with call center applications that may have been developed in-house.

Mr. Zachry continued, "Our customers have enjoyed many benefits from a greater ability to self serve if they do not need to speak with a Customer Service Representative, through having the option to utilize the new Call Back feature if they happen to call during a heavy call volume time. Additionally, callers are now routed to the CSR best-equipped to handle their specific question based on the skills based routing, and are always automatically reverted back to the last CSR with whom they spoke, if that CSR is available."

About Zeacom
Zeacom is a leading provider of award-winning Unified Communications solutions. More than 179,000 daily users within 2,800 small and medium-sized organizations in 27 countries use Zeacom's business communications software to improve organizational efficiency and enhance the customer service experience. For more information, please visit http://www.zeacom.com.

SOURCE: Zeacom