Previse MyOmniDesk™ IVR delivers a cutting-edge environment that greatly improves automation and customer experience
GAITHERSBURG, Md. and INDIANAPOLIS, July 21, 2022 /PRNewswire/ — Previse Solutions LLC, an intelligent cloud contact center solution provider, and Renaissance Life and Health Insurance Company , a national dental, vision, life, and disability insurance carrier, today announced that Renaissance has migrated to the Previse myOmniDesk ™ IVR system.
Previse, an AWS Connect partner, deployed their myOmniDes™ interactive voice response (IVR) at Renaissance’s contact center with immediate positive results. The system was engineered to interface with Renaissance systems, providing easy and immediate access to critical customer information without having to talk to a Renaissance contact center agent.
“We expected around 10% of customer calls can be handled by myOmniDesk™ IVR and offloaded from our Call Center Agents” said Earl Shaw, Renaissance’s CIO. “To our delight the actual numbers ranged from 35% to 40% of calls handled by the myOmniDesk™ IVR. This speaks to the demand of our customers to self-serve and the Intuitive nature of the system that allows easy accessibility to advantages information.
Previse myOmniDesk™ is an intelligent contact center optimization platform that integrates IVR, Intelligent Unified Front End, ML-based workforce management, scheduling, forecasting & adherence, and call QA/evaluation. Our ML engine drives the contact center process. With this built-in intelligence, the system drives the method, which suggests training takes little time, call center agents are guided through their processes so human error is minimized and customers get off the phone faster. myOmniDesk™ integrates business processes and workflows to steer customers and agents through the client support life cycle.
“We have taken what we have learned over many years of constructing and managing large, highly efficient contact centers and encapsulated that knowledge in our Previse myOmniDesk™ platform,” said Silvio Renzi, Previse CEO. “Customers are typically shocked at how quickly they will see major results after they deploy the intelligent cloud contact center solution we offer.”
Phyllis Tucker, Sr. Vice President of Operations said “Throughout the project and implementation the Previse team constantly offered creative solutions to enable Renaissance to proceed our give attention to providing state-of-the-art technical solutions to satisfy the needs of our customers.”
“Working with Renaissance to embed their industry knowledge into the Previse myOmniDesk™ platform is what made the difference between a mediocre solution and an excellent one. We’re happy with our partnership with Renaissance and the advantages we were capable of jointly deliver,” said Srilesh Rajagopalan, Previse’s project lead.
Renaissance Life & Health Insurance Company of America and its sister company Renaissance Life & Health Insurance Company of Recent York offer ancillary advantages for employer groups and individuals nationwide. Dental, vision, life and disability insurance comprise the core line of the corporate’s ancillary advantages solutions. Visit www.renaissancebenefits.com, and find us on Facebook, LinkedIn, and Twitter.
Previse is an IT Services firm dedicated to excellence in digital transformation solutions with a give attention to contact center optimization and intelligent cloud contact center solutions. More details available about MyOmniDesk™ at www.myOmniDesk.com.
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SOURCE Previse Solutions LLC
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