Commercial and Retail Success Story | Segurauto

Seamless social media integration puts Segurauto at insurance forefront
Smooth and effortless inclusion of Facebook, Twitter and Skype with OpenScape Contact Center Social Media Solution

Segurauto.com is reinventing the way automobile insurance is sold in Spain thanks to Unify’s Contact Center solution that seamlessly integrates social media into agents’ workflows. With the integration of Twitter, Facebook and Skype messaging into its contact center solution, Segurauto is successfully targeting tech-savvy customers who prefer to interact with companies online.

The Task

Segurauto needed a contact center solution to support sales and customer service through voice, email and web channels as well as social media. Since Segurauto’s online presence is a key differentiator, the social media integration had to be smooth, seamless and uncomplicated. Segurauto also opted to rule out automation as much as possible through any of its communication channels.

The Solution

• OpenScape Contact Center for a reliable, scalable system that supports ongoing business growth
• OpenScape Voice integrated with other Unified Communications applications
• OpenScape Xpressions
• OpenScape Contact Center Social Media Solution Kit to fully integrate social media into agents’ workflows

The Benefits

Instead of being just an add-on to the contact center workflow, all contacts received via social networks are managed through the OpenScape interface, enabling immediate and personalized responses. The OpenScape Contact Center solution allows Segurauto to:

• Introduce a new insurance sales model for Spanish brokers to match their growing online presence
• Manage all customer contacts more comprehensively, from social media to telephone, with greater control
• Use the same routing engine, reporting database, agent and management tools for social media contacts as voice, email, chat or web channels