The Phoenix Companies chooses CSC's insurance software to boost customer service and improve call center operations
FALLS CHURCH, Va., May 14 -- Computer Sciences Corporation (NYSE: CSC) today announced that The Phoenix Companies, Inc. (NYSE: PNX) has licensed CSC’s Customer Service Accelerator software to improve customer service for its 650,000 life insurance and annuity policyholders and the financial advisors who distribute its products.
CSC’s Customer Service Accelerator will present a consolidated customer view by integrating data from five disparate policy administration systems from multiple vendors, including two from CSC. Once the system is in place, Phoenix’s more than 200 call-center representatives and back-office users in Albany, N.Y., and Hartford, Conn., will no longer need multiple host system sessions open on their desktops. Instead, with the Web-enabled interface, they will be able to view data from all five systems on one screen, speeding access to pertinent information.
To further improve business processing, Customer Service Accelerator will also link with Phoenix’s in-house customer repository, CSC’s PerformancePlus agency compensation management system and CSC’s Automated Work Distributor.
“Life insurers and annuity providers are placing a higher priority on improving information management,” said Kimberly Harris-Ferrante, Gartner vice president and distinguished analyst. “Consolidated data must be used to promote better client-facing interactions and improve customer intelligence. Improving the call center and back-office will provide the technical foundation to begin to optimize customer interactions.”
“By simplifying our desktops and neutralizing the complexity of our back-end systems, we can improve productivity and customer service, and reduce personnel training,” said John V. LaGrasse, Phoenix executive vice president and chief information officer. “Our team has worked with CSC for more than 30 years, and we look forward to working together to enhance our business process management to benefit our customers and advisors.”
“Leveraging technology to enable more effective customer relationship management is at the heart of what we help our clients accomplish with Customer Service Accelerator,” said Michael W. Risley, president of CSC’s Life and Annuity Insurance Division. “Leading insurers like Phoenix realize that the customer experience is directly tied to business success and that continuous improvement is essential.”
With roots dating to 1851, The Phoenix Companies, Inc. helps individuals and institutions solve their often highly complex personal financial and business planning needs through its broad array of life insurance, annuities and investments. In 2007, Phoenix had annual revenues of $2.6 billion and total assets of $30.2 billion. For more information, visit www.phoenixwm.com.
Computer Sciences Corporation is a leading information technology (IT) services company. CSC’s mission is to be a global leader in providing technology-enabled business solutions and services.
With approximately 91,000 employees, CSC provides innovative solutions for customers around the world by applying leading technologies and CSC’s own advanced capabilities. These include systems design and integration; IT and business process outsourcing; applications software development; Web and application hosting; and management consulting. CSC reported revenue of $16.1 billion for the 12 months ended Dec. 28, 2007. For more information, visit the company’s Web site at www.csc.com.
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