Case Study: Ping An Insurance (Group) achieves doubled telesales productivity with Alvaria's unified contact center solution

Increasing sales and productivity with a unified IP solution from Aspect

Ping An Insurance (Group) is a leading integrated financial services conglomerate in China, with insurance, banking and investment businesses. Facing intense competition in a rapidly growing market, Ping An needed a more effective telesales channel to reach prospects, improve outbound call accuracy by detecting answering machines and faxes, enable call blending for agents, and reduce the cost and complexity of integrating disparate contact solutions.

Ping An implemented Aspect Unified IP—a unified inbound/outbound/blended contact center solution with predictive dialing, advanced call routing, call blending and voice portal/recording features—across five contact centers with 10,000 agents. The solution delivered answering-machine detection accuracy up to 95%, more than doubled everyday customer contacts per agent, and drove significant increases in contact volume and overall revenue while boosting agent productivity.

Ping An Insurance (Group)