Allianz Cornhill assures improved workflow management with Datapulse and Teleopti CCC

READING, 30 August 2005 - leading telecommunication solutions provider, Datapulse, and Stockholm-based partner Teleopti, have been have been selected by one of the UK's leading general insurance providers, Allianz Cornhill, to improve workflow management at the company's inbound call centre in Tunbridge Wells, and have already delivered what Allianz Cornhill describes as greater clarity and control with Teleopti's Contact Center Coach WFM solution.

The company opted to deploy Teleopti CCC solution with full training, support and project management and, supplied and supported by Datapulse, the system has proved an instant success at the 250-employee site in Kent.

Along with the detailed picture of agent activity broken down by call type provided by the new solution, Allianz Cornhill is now able to publish the work schedules for its 48 call-centre workers six weeks in advance, allowing staff and management to plan for holidays, training and other off-line activity.

In addition, using Teleopti CCC's 'MyTime' web portal, Allianz Cornhill's agents can now look up and check for changes to their work schedules and monitor their individual performance. The same application will soon allow employees to book holidays and submit requests for preferred shifts.

Teleopti CCC replaces a workforce management system that had been in use at Allianz Cornhill Schemes since 2001, but whose forecasting and scheduling functionality had become severely limiting as the business changed with the influx of mobile phone calls.

Automated scheduling of multiple call types and agents, more accurate forecasting, strong training and support, and ease of training and use were identified as key requirements for
the new system. And following a formal tender process, the decision to select Datapulse
and Teleopti was reached.

Matt Ellis, account manager at Datapulse, comments: "Allianz Cornhill's call centre needs had become too complex for the workforce management system that it was using. Teleopti Contact Center Coach has made scheduling much more efficient and much less of a headache. Better still, management can now spend more time on long-term strategy."

Sue Gould, Planner at Allianz Cornhill Schemes, agrees and enthuses:

"The product fulfilled all the requirements of our brief but, a further key factor for selecting Teleopti was a sense that we would never be left without support. I was really pleased with the prompt reaction to questions and issues, and the level of dedication.

"The Datapulse solution gives us the flexible approach to scheduling and planning that we need."

About Allianz Cornhill
Founded in 1905 as Cornhill Insurance, Allianz Cornhill, which employs 4,500 staff, has
grown to be one of the UK's leading insurance companies. Led by Chief Executive, Andrew Torrance, the organisation has three main divisions focusing on Commercial, Personal and Speciality insurance products. In 2003, Allianz Cornhill established Allianz Cornhill Information Services in India. The company offers a wide range of insurance products, including home, motor and commercial solutions. Allianz Cornhill has been voted General Insurer of the Year for 2004 and again for 2005.

Allianz Cornhill Schemes, a trading division of Allianz Cornhill Insurance plc, provides innovative insurance solutions in the areas of extended warranty, payment protection, mobile phones and all risks. Based in Tunbridge Wells, Kent, since 1991, ACS employs 250 staff. The company is widely recognised as one of the first to enter the mobile phone insurance market.

Allianz Cornhill is part of the global Allianz Group one of the world's largest financial service providers, with over 60 million clients in over 70 countries*

*Allianz Cornhill Group 2005, data from internal report.