Modernizing Telephony for Pacific Specialty Insurance Company

About Pacific Specialty Insurance Company

Pacific Specialty Insurance Company (PSIC) is a California-based insurance provider specializing in personal and specialty insurance products. Established in 1976, it offers coverage for homes, motorcycles, recreational vehicles, watercraft, and personal liability. It prides itself on delivering a deeply personal customer experience.

Pacific Specialty Insurance Company relied on a legacy on-premise PBX-based telephony system, deployed on local servers. This system was increasingly inadequate due to limited options for continuous improvement, operational risks from server downtime, and an expiring software license. To modernize their telephony infrastructure, Pacific Specialty Insurance Company decided to adopt a cloud-based solution that would ensure resilience, scalability, and an enhanced customer experience.

Objectives

Recognizing the operational risks posed by their outdated PBX system, Pacific Specialty Insurance Company outlined the following objectives:

1.Transition to a secure, scalable, and resilient telephony system.

2.Enhance customer and agent experiences with innovative features.

3.Select a future-proof platform to support ongoing improvements and flexibility.

4.Conduct a thorough analysis of departmental needs and align them with supplier capabilities.

Choosing AWS

After evaluating various vendors, Pacific Specialty Insurance Company opted for AWS and its Amazon Connect platform. AWS was chosen for its: Cost-Effectiveness: A consumption-based pricing model suited their needs better than traditional tiered license structures. Innovation: AWS demonstrated a forward-thinking approach, offering advanced and scalable solutions.

P3Fusion's Approach

P3Fusion partnered with Pacific Specialty Insurance Company to implement Amazon Connect while addressing key challenges of migrating from a PBX system. Steps Taken

Requirement Gathering:

Conducted a comprehensive analysis of departmental needs and functionality, including a detailed IVR flow design and integration mapping.

Phased Planning:

Developed a phased implementation plan with clear deliverables, including training content for users.

Porting Preparation:

Coordinated the porting of over 500 phone numbers and ensured a seamless transition by testing the production environment beforehand.

Training:

Delivered user training sessions and created educational videos for a smooth transition.

Go-Live:

Migrated to Amazon Connect with over 200 user accounts and Single Sign-On (SSO) integration without service disruption.

Challenges and Solutions

1. Replicating PBX Features:

Amazon Connect lacked built-in features like extension dialing, voicemail, and call logs. Solution: Implemented custom PBX-like features, including: Extension Dialing: Enabled single-click internal calls, even during inactive statuses. Voicemail System: Centralized voicemail management with transcription capabilities. Call Logs: Developed a system to track and display detailed call history.

2.Internal Calls During Custom Status:

Default settings blocked internal calls during custom agent statuses (e.g., Break). Solution: Built a custom solution allowing internal calls to bypass these restrictions.

3.Challenge in Sharing Large Call Recordings:

Large audio recordings inflated storage costs. Solution: Reduced audio file sizes by 90%, saving approximately 95% that helps in sharing the call recordings easily.

4. Agent Widgets:

Agents needed real-time metrics to track their performance. Solution: Developed custom dashboards displaying metrics like calls handled, time in custom statuses, and login durations.

Results

Improved User Experience

A user-friendly interface allowing agents to manage calls efficiently and track their performance.

Enhanced Efficiency

Features like note-taking during calls reduced manual paperwork.

Cost Savings

The cloud-based solution reduced operational costs and provided scalability for handling fluctuating call volumes efficiently.

Streamlined Operations

Managers gained access to advanced call analytics and routing capabilities.

Future Enhancements

Pacific Specialty Insurance Company continues to collaborate with P3Fusion to enhance the call center with features like:

Introduce IVR payments and call deflection features.

Implement advanced agent performance improvement tools.

AWS Services Used

Amazon Connect: Cloud-based contact center.

AWS Lambda: For serverless application logic.

AWS DynamoDB: Fast, flexible database services.

Amazon S3: Storage optimization.

Amazon Kinesis: Real-time analytics.

Amazon Chime SDK: For communication features.

AWS EC2: Scalability and compute power.

Scale Your Success with Confidence

P3Fusion is audited and certified by industry-leading third-party standards.