Amacis, the Belfast-based Internet software company, has clinched a major deal with HUK-COBURG Insurance Group - one of Germany's largest insurance companies. Amacis will supply the insurer with its flagship product, Amacis Visibility, to manage incoming e-mail and Internet messages from its 6.5 million customers.
HUK-COBURG will utilise the software at more than 400 customer services offices and will install it to manage the incoming messages for its new Internet insurance service, HUK24. This deal follows a large deal concluded in August with one of the world's largest banks, HSBC.
By using advanced text analysis techniques, Visibility is able to auto-acknowledge and forward e-mails and Internet forms to the best agent to handle individual queries. It presents the agent with the inbound message, a proforma suggested response containing any relevant customer data from the corporate systems, and any attachments required for them to provide a full response.
The message can be passed on to other agents or experts before a final response is given.
"Amacis Visibility was designed with large organisations in mind, especially their need for flexibility and scalability," said Tom Montgomery, Amacis chief executive. "HUK24 will take HUK-COBURG into new levels of message volume and complexity, and Amacis Visibility makes it possible for them to provide excellent customer response."
