Esurance to Deploy Calabrio Quality Management
MINNEAPOLIS -- Auto insurance provider Esurance will integrate Calabrio’s Quality Management software into its existing Cisco Unified Contact Center Enterprise customer interaction network. Calabrio’s QM software provides a highly scalable voice and screen recording and evaluation application that supports agents and supervisors at any virtual (VoIP-based) location.
Esurance’s current deployment of the software includes two locations and 700 agents, with near-term plans to expand by an additional 500 claims agents.
"Rapidly scaling the business, while maintaining a world-class customer experience, is critical as Esurance continues to grow," said Marj Hutchings, director of Internet operations at Esurance. "Calabrio Quality Management helps us accomplish this by practically and cost-effectively recording customer interactions, regardless of where our agents are located. At the same time, we’re providing our evaluators with the rich quality management features we need to continually improve our quality levels and processes as we grow."