Scalable inbound and outbound

Hannoversche Versicherung operates telephone service and campaigns inbound and outbound with VIER engage.

Local ACD with limits

"Until the end of the 1990s, contact with our customers was mainly via letters and faxes," recalls Markus Richardt, Team Leader Direct Sales Life & Service at Hannoversche. "Of course, we had a physical ACD system in-house, but only a handful of employees were involved in telephone customer service." That has changed dramatically. As the telephone volume grew, the limits of the ACD system became noticeable and replacement was inevitable. Since then, the cloud-based ACD from VIER engage has been able to keep up with every increase in the insurer's telephone service capacity without any problems!

What solution does VIER offer?

Hannoversche Versicherung + VIER

Telemarketing with ACD from VIER

Hannoversche carries out around five major advertising campaigns for insurance products each year. There are also regular mailings to existing and new customers. "Our employees are available by phone from 8 a.m. to 8 p.m. to process the response and for cross-selling and upselling," explains Markus Richardt. The insurer's main priority is to ensure that callers reach the right contact person as quickly as possible. "To control this, we also use different incoming call numbers for different advertising measures. This makes it easier to evaluate the success of the advertising."

More about the product

VIER engage

Our AI-powered, cloud-based solution is ideal for demanding, large contact centers that want to offer an omnichannel customer experience.

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About Hannoversche Versicherung

Hannoversche Lebensversicherung AG is the most experienced direct insurer in Germany and is part of the Hanover-based VHV Group. The value proposition is: "Hannoversche. Simple. Better. Direct."

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