Avaya outfits Najm for Insurance Services with customer-centric contact centre solution

Najm is authorized to determine responsibility for road accidents and remove vehicles from roads in order to facilitate traffic flow, in addition to contacting insurance companies and helping drivers who have valid motor insurance.

Najm's traffic agents travel around the city in specially-marked vehicles and respond to road accidents as they happen, providing assistance to owners of insured vehicles.

Avaya has supplied a robust communications infrastructure for Najm's six branches across the Kingdom in order to facilitate the smooth flow of information between branches and Najm's contact centre. The Avaya solution intelligently routes calls reporting accidents directly to the traffic agents nearest to the scene of the accident, enabling a speedy response.

This has eliminated the need for traffic agents to travel from the various Najm branches to the accident site. In addition to reducing travel and other related costs, the communications solution increases the availability and reduces the response time of Najm's 170 traffic agents.

Avaya's deployment strategy was to make the most of Najm's existing applications and introduce easy-to-use contact options. The solution enables Najm to provide reliable, responsive, and round the clock service - factors crucial while to attending to road accidents. Najm's future plans call for an expansion of the Avaya solution to cover its thirty branches.

"Ayava's contact centre solutions ensures that our agents are always available with the minimal waiting time for callers, thereby ensuring that customer experience is seamless and efficient at all times,"

said Musad A. Aldaood, CEO, Najm Insurance Services.

Avaya's local partner ASACO implemented the solution, and will provide local support and expertise to Najm Insurance Company. Avaya was involved in all phases of the product integration, including management of the installation process to ensure best practices and guarantee zero delays with quality implementation.

"The technical expertise and track record of successful implementation were impressive. Avaya and their partner ASACO understood the important aspects to the proper functioning of a busy contact center such as ours, and put forward the defined solutions. In addition to having a local presence for support, Avaya provided superior training and knowledge transfer throughout the implementation," added Aldaood.

Contact centres from various industry verticals from across the region rely on Avaya's contact centre solutions including Saudi Airlines, the Arab National Bank, BUPA Middle East and Saudi Telecom Company. Avaya's portfolio of solutions incorporates a broad range of capabilities and applications to meet the needs of a full-scale customer service operation.