CIGNA selects Nabnasset for health care call center.

LOS ANGELES--(BUSINESS WIRE)--March 12, 1996--CIGNA HealthCare, a division of CIGNA Corporation, is using Nabnasset software and other CTI applications to improve customer service in its managed care call center in Phoenix, Arizona.

CIGNA HealthCare participates in the CIGNA "New World" program which is part of a strategic mission to "deliver world-class customer service by marrying business and technology." The division chose Nabnasset software to meet this goal.

According to Carey Garrison, Voice Data Integration Project Manager at CIGNA, "Without CTI, service representatives must be extremely knowledgeable. They have to consult manuals and databases, and know where to find internal experts to answer specific questions. We looked for a CTI application to improve their access to data, and to streamline the process of logging in and out of other systems. After a lengthy search, we chose Nabnasset as best meeting our requirements."

A team of business, technology, and call center managers at CIGNA developed a rating system that included such criteria as support, functionality, and interfaces. They wanted a solution that would integrate with their desktop systems but they did not want to build the entire application themselves.

The CIGNA call center uses VESP software from Nabnasset to map the customer request when the call comes in. Calls are routed appropriately by VESP from the interactive voice response unit based on answers to questions about who and why the customer is calling. Anything gathered by the VRU is passed on to VESP, which then passes it to the customer representative's desktop.

The redesigned call center has about 90 agents, all with new platforms and new servers. The center will begin a pilot on April 1, 1996.

Nabnasset Corporation, based in Acton, MA, is an innovator in the field of computer/telephony integration and the developer of VESP, advanced CTI software for call centers. VESP manages call flow across multiple platforms including PBXs, ACDs, VRUs, host databases, and agents' desktops. The company provides service and support for VESP directly and through partnerships with NCR, Lucent Technologies, Aspect, Stratus, AT&T, and Broadway and Seymour. For more information on Nabnasset, contact Duncan Mackay, Vice President of Sales and Marketing, Nabnasset Corporation, 15 Craig Road, Acton, MA 01720 [phone].

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VESP is a registered trademark of the Nabnasset Corporation.

CONTACT: Susan Cohen 

Nabnasset Corporation

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