ING Seguros Comercial America is Mexico's largest insurance company, and is dominant in the property damage branch. After merging with several other companies and inheriting a number of legacy systems, ING Seguros was looking to update its technology and centralize in one call center location all of its communication services. The company was also intent on improving its capability to provide better service to its customers. The company has installed Avaya Call Center Software and an Avaya Call Management system and is using an Avaya CONVERSANT System for Interactive Voice Response and NICE Call Recording system for quality monitoring.
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