Aetna Transforms Call Center into Multi-Channel Contact Center

To bring world class customer service to its Hong Kong-based customer contact center, Aetna selected a team of three leading solutions providers - CTIL, Interactive Intelligence and Alliance Systems. As a result, Aetna Life Insurance Company (Bermuda) Limited and Aetna MPF Limited (Hong Kong) are now able to build, maintain and manage customer relationships for its life and pensions business through an interactive and highly flexible customer service center.

Aetna's customer service center in Hong Kong provides customers and insurance agents with 24-hour service enabling them to interact with the company for information concerning Aetna's Life and Mandatory Provident Fund (MPF) products. Individuals may contact Aetna via phone, fax or email. Soon, they will also be able to interact with the company via the Internet using web chat and web callback features.

Each of the three partners brought a unique technology to Aetna that improved the company's CRM programs while adding system flexibility.

CTIL, a leading Hong Kong-based customer interaction and e-business solution provider, offers local expertise and support in implementing Aetna's total customer contact solution.

Interactive Intelligence provides their Customer Interaction CenterTM (CIC) product for contact centers. CIC is an interaction management solution that combines the functionality of a digital PBX, ACD, IVR, voice mail system, fax server, web gateway and computer telephony system all on a single software platform.

Alliance Systems provides the advanced, standards-based communication platform that enables the contact center's multiple applications and functions to run on a single system.

"Excellent customer relationship management has always been Aetna's strategic goal," said Albert Chan, general manager of Information Technology at Aetna Insurance Company (Bermuda) Limited. "As customer contact and CRM technologies have advanced, we've transformed our legacy call center systems into a multi-media based, interactive system in order to stay competitive."

"The principal reason for selecting this "all-in-one" customer contact solution from Interactive Intelligence, CTIL and Alliance Systems was its ability to meet all of our communication needs in a single product. The simplicity and flexibility of this multi-application platform enables Aetna to rapidly modify our capabilities in response to market changes which is an absolute necessity in our industry," Chan concluded.