Accident Fund Selects Siemens OpenScape

Accident Fund Selects Siemens OpenScape® Contact Center Portfolio to Help to
Improve Customer Experience While Reducing Costs

HiPath® ProCenter® Enterprise Solution Plus HiPath® 4000 Deliver
Scalability and Reliability

BOCA RATON, Fla., Sept. 29 /PRNewswire-FirstCall/ — Accident Fund Insurance
Company of America, one of the leading workers compensation insurers
nationwide, prides itself on helping to protect employers and employees from
issues stemming from work-related injuries. In an effort to enhance their
ability to serve customers calling in to their support centers more quickly
and efficiently, Accident Fund has deployed the HiPath ProCenter Enterprise
solution, a key component of the OpenScape Contact Center portfolio from
Siemens Enterprise Communications, Inc. The solution has helped Accident Fund
in its efforts to improve call routing capabilities, significantly reduce
call-abandon rates, better manage the workload of call center representatives
and help assure that all calls will be answered by the most skilled
representative available.

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Based in Lansing, Mich., Accident Fund has approximately 150 call center
agents in two locations. These call representatives are responsible for
handling contacts from customers with a variety of questions on workers’
compensation claims, policies, billing and other concerns. Therefore,
Accident Fund needed a more efficient way to ensure that customers were
directed to the appropriate representative to respond to their needs.

HiPath ProCenter provides Accident Fund with a unique intelligent
skills-based routing process that helps ensure callers are directed promptly
to the representative best suited to help them, while minimizing wait times
and improving productivity for the representatives. According to Accident
Fund, the solution has enabled them to reduce their call abandon rate by
almost fifty percent, since callers can reach representatives more quickly
and, even at times when there are fewer resources available, callers will
still reach a live person. In addition, the new routing and dynamic queuing
capabilities based on a unique skills resume for each representative enables
Accident Fund to better manage the workload and pay scale in their call
center.

“It is incredibly important to us that our customers feel valued and are able
to have their questions and concerns addressed in a timely manner,” said Rita
Ramsey, Business Development Service Center Manager for Accident Fund.
“Siemens HiPath ProCenter has not only given us the tools we need to make
that happen, it was the most user-friendly and cost-effective package we
considered.”

HiPath ProCenter has provided Accident Fund with robust reporting and
real-time management capabilities, helping them enhance each caller
experience. Using more effective performance data, Accident Fund can utilize
representative resources more efficiently, freeing them to focus more on
customer care. Presence and collaboration tools deployed on the
representatives’ desktops streamline communication among different lines of
business, helping to increase individual productivity and contributing to
higher first contact resolution. HiPath ProCenter will also enable Accident
Fund to more easily expand their center virtually to support multiple time
zones as they seek to address new markets outside of their current region
without adding expensive resources.

Accident Fund also deployed Siemens’ HiPath 4000 real-time IP platform to
provide digital, analog and VoIP functionality on a single platform. The
HiPath 4000 solution delivers the resiliency, scalability and distributed
infrastructure that Accident Fund required for their environment. Accident
Fund said they were also able to reduce the total number of systems they
needed to support, simplifying management and reducing their total cost of
ownership.

“Using HiPath ProCenter, Accident Fund has been able to dramatically improve
customer service while increasing the efficiency and productivity of its
contact center representatives,” said Don Greco, Director of Solution
Management for Siemens Enterprise Communications, Inc. “Our extensive contact
center expertise coupled with the comprehensive solution that Siemens was able
to deliver, comprised of the OpenScape Contact Center solutions portfolio and
HiPath 4000, provided the superior features, performance and pricing that
Accident Fund required.”

About Accident Fund

Headquartered in Lansing, Michigan, Accident Fund Insurance Company of
America is one of the nation’s leading workers compensation insurers with
more than $3 billion in assets. Founded in 1912, Accident Fund is rated “A”
(Excellent) by A.M. Best and is a wholly-owned subsidiary of Blue Cross Blue
Shield of Michigan. Accident Fund Insurance Company of America and its
subsidiaries (Accident Fund National, Accident Fund General, United Wisconsin
Insurance Company and CompWest) are licensed in 49 states plus the District of
Columbia*. More information can be found at http://www.accidentfund.com/.

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