Ties-up with Siemens Enterprise Communications to launch MIVRA- 'MetLife Integrated Voice Response Application'
MetLife India Insurance Company Limited (MetLife), one of the fastest growing Life Insurance companies in India (YoY), today announced the launch of MIVRA – MetLife Integrated Voice Response Application, an Advanced Telephony System that combines the cutting edge attributes of technology with the 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 organization. With this, MetLife will have a 24/7 perspective on the customer requirements, which will further help improve customer responsiveness.
Speaking about this initiative, Mr. Rajesh Relan, Managing Director, MetLife, said "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," he added.
Benefits of MIVRA
Check the renewal premium due along with the due date
Request for a premium paid certificate through e-mail or courier
Request an account statement (For unit linked policy owners)
Fix up appointments for medical examinations
Check application status online
Speaking about the new technology, Peter Gartenberg, Managing Director & Chief Executive Officer, 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 thus ensuring a rich user experience each and every time the customer calls into MetLife for assistance.
About MetLife (www.metlife.co.in)
MetLife India Insurance Company Limited (MetLife) is an affiliate of MetLife, Inc. and was incorporated as a joint venture between MetLife International Holdings, Inc., The Jammu and Kashmir Bank, M. Pallonji and Co. Private Limited and other private investors. MetLife is one of the fastest growing life insurance companies in the country. It serves its customers by offering a range of innovative products to individuals and group customers at more than 600 locations through its bank partners and company-owned offices. MetLife has more than 32,000 Financial Advisors, who help customers achieve peace of mind across the length and breadth of the country. For more information about MetLife, please visit the company's website at www.metlife.co.in.
MetLife, Inc., through its affiliates, reaches more than 70 million customers in the Americas, Asia Pacific and Europe. Affiliated companies, outside of India, include the number one life insurer in the United States (based on life insurance inforce), with over 140 years of experience and relationships with more than 90 of the top one hundred FORTUNE 500® companies. The MetLife companies offer life insurance, annuities, automobile and home insurance, retail banking and other financial services to individuals, as well as group insurance, reinsurance and retirement and savings products and services to corporations and other institutions.
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