Unified agent desktop. Centralized data and knowledge. Company-wide workflows.

Insurance and financial services provider Dela connects the experience for 3 million customers

The Challenge

DELA is an insurer that offers savings, funeral and life insurance. To serve its three million customers effectively, the company set out to bring its company data together in single contact center agent desktop with the ability to connect company-wide processes and departments. This included cross-channel interaction data, information from its Microsoft Dynamics CRM app, and a number of disconnected enterprise systems.

The Solution

Dela deployed an omnichannel contact center solution with a unified agent desktop that provides visibility into multiple data sources from across the company. The solution also uses QuandaGo for knowledge management and process automation to retrieve customer data, auto-populate screens and forms, and perform after call work for greater efficiency across systems and departments. 

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