Call Center Overview

• Our Call center currently has 300 seats with the capability to double within 30 days.
  
• The Customer Support Center is available 24 hours per day 7 days per week.
  
• All adjusters are ASE certified up to the Masters Level.

Interactive Voice Response (IVR) System

• Speech recognition application designed to identify the caller's need.
  
• Application interfaces with the mainframe and database systems over a secure internet connection.

Since August of 2004 CoverEdge has been using Speech Recognition IVR applications to improve the caller experience and offer as much self-service automation as possible. The applications are designed to identify the caller's need, locate their contract, speak back basic contract information or instructional messages, or submit a new claim or service request. A caller will be transferred to the appropriate call center agent group, if necessary, based on the activity they are trying to perform.

Claims Processing Online

Claims Processing Online provides service writers and managers the ability to enter, submit and receive authorization without having to speak to a claims adjuster. The service writer will receive notification via email with a reference number or a request for more information if needed.

CoverEdge Technology

CoverEdge has partnered with a leading technology company to develop a platform to provide dealerships the most accurate system to market and process vehicle service contract and ancillary products available in the industry. Included is a state of the art Menu System.

Call Management

The Avaya Call Management System (CMS) is a UNIX based system whose primary functions are tracking and reporting on call information at various levels and providing access to change agent skill assignments on an ad-hoc basis. The system is on UPS (uninterrupted power supply) for power outage recoverability and routine backups are performed to ensure recovery of data in the the event of a major component failure or software error. This also allows us to continue providing service during a power failure. CMS tracks call information on individual agents taking calls, groups of agents taking different types of calls, up to and including the entire call center. This allows effective management of the call center from all aspects with one tool. CMS allows us to see exactly what is happening in the call center at any given time.

Call Recording

Our call recording platform provides the ability to record all calls fro any specified call center agent. These call recording files are burned to DVD and stored for easy retrieval if a call conversation should need to be reviewed at a later date.