Contact Center Technology
Advanced customer interaction platform
At QBE FIRST, you won't find inflexible, legacy call handling systems. Instead, we draw on some of the most forward-looking technologies to deliver the reliability, flexibility, quality, and responsiveness to enhance the customer experience.
Multimedia, multi-channel customer contact capabilities
We recognize that top-tier service means being there not only when your customers need us, but also in the manner they prefer. With our multimedia contact capabilities, we are able to support a broader range of customer interaction formats than traditional systems. These include:
- Phone
- Fax
- E-mail
- Web chat
- Web collaboration
Cutting-edge customer interaction technology
Our customer contact centers feature fully redundant systems and locations to allow faster, more flexible recovery to ensure we can be there for your customers. By leveraging some of the most advanced virtualization technologies available, QBE FIRST is about to more things from more locations, more efficiently, and in a way that is more responsive to customer needs.
- Advanced intelligent network with "in the cloud" call routing
- Skills-based Interactive Voice Response (IVR) call routing
- Redundant data centers
- Advanced virtualization technology
- Integrated voice and data network enabling VOIP technology
Quality
Of course, being able to handle sudden changes in call volume and accommodating multimedia customer contact is nothing without consistent system and service quality. QBE FIRST's customer contact centers are constantly monitored for quality assurance with both real-time and remote monitoring. These capabilities are even offer to our client-partners via the QBE FIRST Client Portal 