‘Contact Center’ Feature Added to CCC One System
April 16, 2014—CCC Information Services has launched the CCC One Contact Center solution, which the company said will provided a central location for designated staff or call centers to view incoming assignments, contact customers, schedule jobs and dispatch work quickly and easily.
The contact center is an integrated feature within the CCC One shop management platform.
“Visibility across our locations has been a challenge for us, but we don’t have the need or the resources for a call center,” said Lance Bartczak, general manager of Kniesel’s Collision Centers. “The seamless integration between the CCC ONE platform and Contact Center allows for a simplified user experience that results in instant callbacks, an increased positive customer experience, reduced cycle times, happier insurance partners and increased profitability. To say it’s a win-win is an understatement.”
CCC ONE Contact Center creates a central location within the CCC ONE platform that allows a call center or designated staff to see all new assignments. Having everything in one place allows staff to focus on contacting the customer and capturing the opportunity. The scheduling and dispatching functions allow for work to be routed to the appropriate repair facility location to deliver an improved customer experience and reduce administration at the shop.
For more information, visit the CCC website.