NexJ has integrated 14 of American Family Insurance’s external systems, including telephony, customer data hub, policy, billing, quote and application systems, and is presenting them in an easy-to-use portal serving as a unified point-of-entry.
Automated caller ID presents call center representatives with a profile of the caller, from which applications, quotes and other services or sales workflows can be initiated. Branded by American Family as Apex, the Integrated Agent Desktop is serving as the primary access point from which policy sales, service and call center representatives conduct their day-to-day business.
“We believe integration with transactional systems, such as policy and billing systems, represents the next generation of customer relationship management,” said William M. Tatham, chief executive officer, NexJ Systems Inc.
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