Siemens and Metlife have come together to provide the customers of the insurance firm in India access to advanced interactive voice response system which promises to provide access to more number of customers, raise the benchmark for service levels as well as reduce costs for the organisation.

The new solution named MetLife Integrated Voice Response Application (MIVRA) enables the customer to receive information on premium amount due as well as the due date, request premium certificate through email or courier, account statement for unit linked policy holders, fixing appointments for medical examinations and check application status online.

The solution involves use of Siemens EPABX HiPath 3800 and the HiPath ProCentre Contact Centre solution and allows access to users from telephone and email. Siemens claims that its new solution will increase the first contact resolution rate. The company says it enriches the end-user experience with the help of built-in analytical model which predicts patterns as well as improves decision making capabilities ensuring optimum use of resources.

Peter Gartenberg, Managing Director & Chief Executive Officer, Siemens APAC Region, said, “This sort of a contact centre is amongst the first few deployments in the insurance sector in India allowing the customers fast and easy access to information around the clock."