Insurance firm Fusion Contact Centre Services has announced a major investment in its technological capability.
The firm, which employs more than 2,300 people across the UK, and 400 in Coventry, is set to enhance its technology platform with a £1 million boost.
Fusion delivers customer service for the likes of Budget and Bradford & Bingley Insurance. As part of the upgrade, Fusion will implement advanced voice self-service and speech recognition technology to allow customers to provide key personal details before talking to an adviser.
The firm said this will help speed up calls as with each adviser handling an average of 8,000 calls per year, voice self service will save 45 hours of their time, which can be used for training, coaching or calls.
David Thompson, Fusion managing director, said: “It’s about becoming a truly multi-channel business and ensuring a joined-up service is provided to our customers. It improves the experience for both our customers and our advisors. Fusion has made a significant investment in technology over the past two years and this further £1 million boost will allow us to address customers’ preferences across different channels.”
