Samsung Life Insurance Deploys IP Contact Center

Samsung Life Insurance has deployed an all IP-based contact center with 960 agents.
The contact center is powered by the Cisco IP Contact Center (IPCC) customer contact software and was installed by Hewlett-Packard Korea. Samsung Life Insurance’s contact center is also the first large call center to migrate from legacy private branch exchange (PBX) technologies to an end-to-end all-IP-based solution. The contact center is handling up to 90,000 calls per day. Samsung Life Insurance reports that with the IP Contact Center its agents were able to process up to 20 percent more calls per day while the interactive voice response (IVR) system handled six times more calls than the previous system. Average waiting time and handling time was also reduced. Financial terms were not disclosed. http://www.cisco.com