Rightpath Rolls Out Advanced Omnichannel Contact Solution

Rightpath has recently rolled out an entirely new telephony solution for all inbound and outbound calling. As a company defined by its proven ability to harness innovation, it is fitting for the new solution, brought in-house, to provide a number of advanced benefits for call management, streamlining the customer experience.

As a fully scalable, secure cloud-based solution, the new systems allows for intelligent call volume and routing management for claims and distribution. Here are just some of the enhanced features:

• Full, autonomous control, an in-house solution designed to enable rapid omnichannel contact deployment pathways across claims and distribution, as required.
• Fine-grained IVR routing, ensuring customers receive the options most relevant to them.
• Natural language chatbots, with seamless escalation to handler support.
• Customer experience surveying, presenting the caller with the opportunity to answer a customer satisfaction question at the close of every call.
• Call KPI monitoring, where key metrics on call volume and performance can be visualised, tracked and managed.
• Unified performance and data management, for seamless integration with Rightpath’s existing insurance platform for full call and data relationship control.
• Enterprise-level capacity, greater resilience, with no restrictive third-party hardware or account limits, resources can be scaled in moments.
• Failover response time, no reliance on third-parties means incidents affecting call quality can be addressed immediately in-house with near-zero response time.

Passion to Innovate, Proven to Deliver
Rightpath is passionate about driving continuous service improvement through pro-active innovation. As the last of its services to be brought in-house, its call solution is the latest service aspect to benefit from this philosophy, it joins an ever-growing suite of systems and tools with which to support award-winning, human-led claims and policy distribution services, including:

• First to Market for AI Claims
• Same Day Assistance Funding Processing
• Zero-Touch Claims
• Guided Document Upload
• In-Depth, Real Time MI
• Client Dashboards
• Bespoke, White-Labelled Claims Portals
• Bespoke Quote and Buy Engines
• Full Scheme Administration

With overall customer satisfaction consistently above 90%, it is easy to see the positive, combined impact expertise and innovation provide.

For more information, contact Rightpath Insurance Solutions on 01268 214096, or email: marketing@rpisolutions.com