CCC Information Services has announced the availability of its CCC ONE Contact Center solution, creating a single, central location for designated staff or call centers to view incoming assignments, contact customers, schedule jobs and dispatch work quickly and easily. CCC ONE Contact Center is an integrated solution within the CCC ONE platform.
“Visibility across our locations has been a challenge for us, but we don’t have the need or the resources for a call center,” said Lance Bartczak, general manager, Kniesel’s Collision Centers. “The seamless integration between the CCC ONE platform and Contact Center allows for a simplified user experience that results in instant callbacks, an increased positive customer experience, reduced cycle times, happier insurance partners and increased profitability. To say it’s a win-win is an understatement.”
CCC ONE Contact Center creates a central location within the CCC ONE platform that allows a call center or designated staff to see all new assignments. The scheduling and dispatching functions make it easy for work to be routed quickly to the appropriate repair facility location to deliver an improved customer experience and reduce administration at the shop.
“Running a multi-store operation comes with an additional level of complexity,” said Joseph Allen, general manager, CCC Automotive Services Group. “CCC ONE Contact Center was developed to serve multi-store operators looking to gain more control of their incoming opportunities. Integration, central visibility, and the ability to quickly and easily balance work were the key criteria shops said they needed and that’s exactly what we’re delivering in CCC ONE Contact Center.”