Software house CDL has collaborated with customer experience specialist, numero, to enhance the insurance shopping experience through integrated telephony, call scripting, webchat and email channels.
The development means that contact centres using CDL’s flagship Strata solution will be able to offer seamless customer service, with on-screen prompts enabling agents to identify customers and any previous interactions they have had with the retailer through other channels.
Commenting on the partnership, Guy Colclough, CEO at numero, said: "We're delighted to be partnering with CDL to deliver a streamlined customer service journey for its Strata customers. The numero solution perfectly complements CDL's innovative multi-channel proposition and will help its customers to compete effectively in a contact centre environment."
CDL commercial director (pictured), Nigel Phillips, commented: "Today's consumers expect world-class service. This interface we have developed to connect to the numero solution gives retailers the opportunity to expand their customer view across channels and offer an effortless, next generation experience.
"It also paves the way for further specialist integrations to boost contact centre efficiency and enhance the customer experience."