UK financial services group Friends Provident has gone live with the Genesys Outbound Contact Centre solution to enable the Life and Pensions division of the company to make more efficient use of time when contacting customers.
The Genesys solution contacts so called 'warm' leads and connects Friends Provident agents only to live, answered lines. At the same time, agents are presented with an integrated screen pop which provides them with customer profile information.
Previously company agents spent time dialling engaged lines and empty houses as well as having to manually target customers to call. Now agents are always connected to a live call with a targeted policy holder or 'warm' sales lead.