Case Study: LifePlans achieves greater visibility and improved agent performance with Alvaria's unified contact center solution

Health and long-term care risk management company experiences greater visibility and improved processes with a unified solution

LifePlans, a health and long-term care risk management company, faced challenges with its outdated contact center infrastructure. The company needed a more reliable system to capture critical customer information, improve visibility into agent performance, and blend various interaction channels to support its expansion goals. This led them to partner with vendor Alvaria.

Alvaria implemented a solution centered on Microsoft Dynamics CRM for Aspect Unified IP, which provided a unified multichannel platform. This gave agents a single desktop view for handling both inbound and outbound calls, along with automated workflows. The results for LifePlans included increased visibility into agent activity, improved agent satisfaction, reduced costs, and an enhanced customer experience. Alvaria's solution also allowed the company to develop deeper customer relationships.

LifePlans

Steve McIsaac

Vice President of Information Technology