Combis has developed a new cloud-based contact centre for Croatia Osiguranje, Croatia’s largest insurance company, based on the systematic integration of two complex systems.
The IT company Combis implemented this new technological solution for telephone communications with cloud clients, as the new contact centre of the Croatia Osiguranje insurance company.
This project is based on the proper unification of two separate IT systems: the contact centre infrastructure, and a specially developed Combis application with integration components.
“Our new contact centre offers a series of functionalities for greater productivity of our agents, and to raise customer satisfaction, which we are always striving towards and for which we are recognised on the market. Our aim is to build a modern, adaptable, productive, and highly stable application that enables agent interactions with clients via multiple communications channels. Such a high standard of service is expected from the market and digital leader that Croatia Osiguranje is today. Our dedication to innovations is a commitment that we hold to, to provide our clients with high accessibility, first step solutions, and ultimately, the best digital experience for obtaining information, contracting insurance, and proper use of insurance,” said Marijo Pecevski, head of the contact centre development project at Croatia Osiguranje.
Combis has developed a unique turnkey cloud-based solution, in which the most challenging element was developing the connectors to connect the contact centre with the customer relation development system (CRM). In the future, contact centre agents will be able to perform all operations within a single system, with additional possibilities in relation to the system until now.
“Creating and connecting IT systems to meet company needs at a given time is what we love to do and what we are best at. Technologies changes, and so do the wants and needs of doing business, which is why are our teams are specialised for certain areas, and then we perform flexible integration of difference business systems to create more successful company operations,” said Jasmin Baborac, head of Combined Communications Business Solutions at Combis.
The project was divided into two phases: the first was development of the Laqo contact centre, which has been completed, while the second ongoing phase is the development of the contact centre for Croatia Osiguranje, migration of additional functionalities onto the new system, and integration with the application for sales channels staff.
