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Asurion

Asurion Boosts Contact Center Efficiency and Customer Service

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OpenText Qfiniti and OpenText Explore enable data analysis that delivers business value at big data scale

It’s great to have a partner who’s right there to help us innovate. And help us not worry about the technology, but how do we put the customer in the middle and really build the experience for them going forward

Tracey Strassner, Senior Director of Technology Planning & Operations
Learn how Asurion is using OpenText Qfiniti to provide the customer call center with a unified user interface to improve interactions and the overall customer experience.

Challenge

  • Provide superior customer service from 20 main centers for 280 million worldwide customers
  • Analyze agent effectiveness and customer satisfaction across a multichannel environment
  • Maintain competitive differentiation by streamlining customer interactions and gaining maximum value from workforce resources

Product(s)

Value

  • Increased quality assurance productivity by 60 percent
  • Improved IT operational efficiencies
  • Greatly reduced duration of expected application deployment

About Asurion

For more than 20 years, Asurion’s innovation and dedication to delighting customers has made it the preferred provider of technology protection to the world’s largest wireless carriers, trusted retailers and popular device manufacturers. Asurion’s 17,000 global employees support its 280 million consumers with an award-winning experience delivered through products and services that have set the standard in the industry. For more information, visit: www.asurion.com