Allstate Installs Agent Monitoring Technology in Call Centers

Share this content:
Allstate Insurance Co., which is scheduled to begin selling insurance products directly to consumers next month, has installed agent-monitoring technology from Witness Systems Inc. in its regional call centers, Witness said Friday.


The Chicago-based insurer will use eQuality software from Witness, Atlanta, to record its call center representatives' voice interactions with customers and combine those recordings with the representatives' corresponding computer desktop activities.


Allstate supervisors will be able to use the recorded customer interactions to train their agents and improve their systems to enhance customer service, Witness said.


Allstate is in the process of overhauling its marketing systems to become a hybrid sales organization offering insurance through its network of agents and the telephone and Internet.


The company is scheduled to begin directly offering insurance in Oregon next month and in 16 states by the end of the year.
close

Next Article in Marketing Strategy

Sign up to our newsletters

Company of the Week

Brightcove is the world's leading video platform. The most innovative and respected brands confidently rely on Brightcove to solve their most demanding communication challenges because of the unmatched performance and flexibility of our platform, our global scale and reliability, and our award-winning service. With thousands of customers and an industry-leading suite of cloud video products, Brightcove enables customers to drive compelling business results.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above