Case Study: Heffernan Insurance Brokers achieves faster response times and improved call routing with Enghouse Interactive

Heffernan Insurance Brokers - Customer Case Study

Heffernan Insurance Brokers, a national insurance and financial services firm with nine branch offices and 330+ staff, needed to improve customer communications and reduce the overhead of disparate telephone systems. Each site ran separate telephony, operators had to be stationed at every branch, and there was no way to share incoming call load. Heffernan turned to Enghouse Interactive to centralize telephony alongside a Cisco Unified Communications rollout and deploy a software-based switchboard (Arc Enterprise) for operator handling.

Enghouse Interactive implemented a centrally controlled operator center using the Arc Enterprise solution on the Cisco IPT platform, enabling eight operators to manage calls across all offices. The result was a flexible, robust and easy-to-manage system that lowered response times, allowed more calls to reach the right person the first time, reduced systems management overhead, and improved operator satisfaction.

Heffernan Insurance Brokers

John Petersen

Chief Information Officer