Project Description: Contact Center Automation at Jusan Garant Insurance JSC
About the Company:
Jusan Garant Insurance Joint-Stock Company is a universal insurance company in Kazakhstan that has been operating on the market since 2010. The company holds a “Certificate of Domestic Service Provider” and certificates of conformity: “Environmental Management System” ST RK ISO 9001-2016 (ISO 9001-2016), and “Quality Management System” ST RK ISO 14001-2016 (ISO 14001-2016).
Project Description:
As part of the project, the system was integrated with Asterisk telephony, a chatbot was configured, and key historical data was imported from the accounting system.
The built-in connector to Asterisk displays incoming call data in the CTI panel.
A new section called “Asterisk Campaigns” was created for outbound calling campaigns. On the “Audience” tab of the company card, a list of individuals (contacts) can be uploaded for the upcoming campaign. Then, by selecting the appropriate actions, the campaign can be started or stopped. The number pool is transferred to Asterisk telephony for autodialing.
As the campaign progresses on the Asterisk side, the “Results” tab updates the status of each contact number based on feedback from Asterisk.
- NEW – new record;
- OFFLINE – phone number is turned off;
- WRONGNUMBER – call failed, number does not exist;
- ERROR – error during call or processing;
- NOANSWER – the subscriber did not answer the call;
- ANSWER – the subscriber answered the call;
- ANSWER_FIRST – among multiple phone numbers, the subscriber answered this number;
- ANSWERED_OTHER – among multiple numbers, the subscriber answered a different number; this number is removed from the autodial list.
For supervisor convenience, the call card displays the call recording from Asterisk.
The profile menu includes “Available/Unavailable” buttons to control the operator's status in Asterisk telephony. When an operator switches to “Unavailable,” Asterisk stops forwarding calls to that operator.
