MetLife Integrated Voice Response Application (MIVRA), specially designed to expand the access of opportunities to more customers, raise the efficiency bar of the service levels provided and at the same time reduce costs for the organisation, the insurer said in a statement.
With this, the company will have a 24/7 perspective on the customer requirements, which will further help improve customer responsiveness, said Metlife Managing Director Rajesh Relan.
"Customer centricity is a key differentiator in this competitive business environment. This can be achieved through better responsiveness to the customers needs. MetLife is committed to enhancing the customer experience at every touch point," he said.
The platform would provide facilities like checking the renewal premium due date, request for a premium paid certificate and fixing up appointments for medical examinations.
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, he added.
