Swinton employs new routing solution

The €2.5m installation, providing more than 3,000 insurance advisors with improved call handling capability, was completed over seven months by Alcatel-Lucent’s business partner Amillan.

“The primary goal of the new solution was to answer more calls, more efficiently. We have already increased revenue from insurance policy sales, reduced abandoned calls by 25% and improved customer service,” said Adrian Hazeldine, IT director at Swinton Group.

The routing capabilities of the Alcatel-Lucent s