A contact center for insurance is far more than a call-handling function. In the insurance industry, nearly every customer interaction is tied to risk, stress, or an urgent need for assistance. That is why insurance contact center software must meet significantly higher requirements than solutions designed for most other industries.
Why do insurance companies have unique contact center software requirements?
Peak traffic and seasonal load spikes
Insurance contact centers regularly face extreme workload peaks during seasonal policy changes, mass claim events, or crisis situations. At these moments, the cloud contact center platform must remain stable while maintaining consistent service quality.
At the same time, fast issue resolution on the first interaction is critical for customers. Repeated calls directly undermine trust in the insurer and increase operational costs, making First Contact Resolution (FCR) a key performance indicator for any insurance contact center.
Regulatory and compliance requirements
Another major challenge is regulatory compliance. An insurance contact center processes sensitive personal data, financial information, and medical cases. This requires transparent workflows, detailed interaction logging, secure data handling, and full service traceability — all of which must be supported at the software level.
Omnichannel customer experience
Finally, customer expectations continue to evolve. Today’s policyholders expect a simple, intuitive, and omnichannel contact center experience the ability to reach the insurer by phone, chat, or digital channels and receive the same level of service regardless of the channel they choose.
That is why, when selecting call center software for insurance companies, decision-makers look beyond basic functionality. Flexibility, advanced analytics, and the platform’s ability to adapt to real-world insurance scenarios are just as important.
Below, we explore the key questions insurance contact center leaders ask when choosing a solution and explain how these challenges are addressed by the Sirius cloud contact center platform.
Call Routing to a Dedicated Line or Agent Based on Phone Number
The Sirius cloud contact center platform supports advanced call routing based on both the customer’s phone number (A-number) and the dialed number (B-number). This makes it possible to assign a dedicated agent to a customer and automatically route all future interactions to that same specialist without losing context or forcing the customer to repeat information.
For insurance contact centers, this capability is essential. Most inquiries involve long-running processes such as claims handling, medical consultations, or benefit clarification. Connecting customers directly to a familiar agent significantly improves resolution speed, boosts First Contact Resolution, and strengthens trust in the insurance provider.
B-number routing also enables logical traffic segmentation by product, service type, or campaign. For example, calls to different numbers can be automatically routed to specialized queues such as health insurance, claims settlement, or corporate client support — ensuring each request is handled by the most qualified team.
You may also find useful: 7 Types of Customers: How to Communicate with Each One
Auto-Answer in an Insurance Contact Center
In the Sirius cloud contact center platform, the auto-answer feature can be enabled or disabled depending on the service scenario. The agent receives both an audio and on-screen notification, while the customer can hear an automated greeting voiced by the assigned agent. No pauses. No unnecessary waiting.
The key value of this feature for insurance contact centers is having full interaction context before the conversation even begins. The agent immediately sees how long the customer waited in the queue, which IVR options were selected, which number was dialed, and any additional data pulled from internal systems. This allows agents to engage faster, reduce customer stress, and improve first contact quality, which is especially critical during peak loads and complex insurance cases.
Configuring Break Time Limits for Agents
The Sirius contact center software allows flexible configuration of time limits for each break status, such as short breaks or lunch. You can also define the action that follows once a limit is reached, including automatic status change or logout. This enables insurance contact centers to control agent availability without manual intervention and maintain service stability during high-volume periods.
Flexible Break Types and After-Call Work Control
The Sirius call center platform does not limit the number or naming of break types. They can be fully customized to match internal company policies, including after-call work (ACW) status following calls and chats. ACW duration can be configured separately for each queue or campaign, while both agents and supervisors can see actual break usage in real time and in reports. This ensures transparency, operational discipline, and accurate workforce time tracking, which is critical for insurance organizations with high efficiency and compliance requirements.
Individual Agent Shift Configuration
The Sirius platform enables flexible configuration of agent work shifts with clearly defined breaks and limitations. Schedules are set at the agent group level, and the system automatically enforces these rules. As a result, agents cannot log in or work outside their assigned schedule.
For each group, it is possible to define separate limits for statuses and breaks. This makes it easy to support different shift scenarios such as short shifts without lunch breaks, part-time schedules, or peak-load staffing models. In addition, Sirius supports API integration with external WFM systems, allowing synchronization of workforce planning, agent login and logout, and full control over working time.
Important: Sirius intentionally does not use rigid blocking of breaks based on current queue load. Even during peak periods, agents retain the ability to take sanitary or technical breaks when needed. Instead, Sirius focuses on transparent control and management. Break usage is governed by predefined limits and supervised by team leaders and supervisors, while every break event is logged in the system for further analytics and reporting.
Omnichannel Service: Combining Voice and Chat Interactions
In Sirius, omnichannel functionality is built on clear priority and workload rules. Agents handle interactions sequentially according to system settings. An agent cannot handle a voice call and a chat at the same time or accept two inbound calls simultaneously, but can manage multiple chats in parallel if allowed by the configuration. Parallel outbound calls during an active interaction are also supported, as well as transferring calls and chats to another agent, a specialized queue, IVR, or an external number without losing interaction history or conversation context.
Call and chat distribution is fully automated and takes into account interaction priority, queue priority, agent group priority, and individual agent skills such as language proficiency, product expertise, or customer type (B2C or B2B). This allows the system to consistently select the most suitable agent at the right moment, which is especially important for insurance contact centers handling diverse and complex cases.
At the same time, omnichannel service in Sirius goes beyond simply supporting multiple communication channels. The platform creates a unified customer interaction view regardless of how the customer reaches out, by phone, messenger, or chat. Agents see the full interaction history and can continue the conversation seamlessly, delivering a clear, consistent, and frictionless customer experience.
Flexible Dashboards and Analytics for Insurance Contact Centers
In the Sirius platform, dashboards are not limited to a standard set of metrics. Users get access to preconfigured workspaces with key KPIs that can be freely modified, cloned, or used as a foundation for custom dashboards tailored to specific contact center tasks or individual agent roles.
When needed, teams can request advanced or fully customized dashboards. Sirius customers receive 40 hours per month of Global Bilgi expert support for analytics configuration and adaptation as part of the standard support package. If new KPIs or specific calculation methods are required and are not available out of the box, they can be implemented separately. This approach allows insurance companies to work not with generic statistics, but with analytics that truly support management decisions and service quality control.
Detailed Reporting and Full Operational Transparency
The Sirius platform provides a complete reporting cycle, from KPI trend analysis to granular control of individual agent performance. Reports are available for calls, chats, and working time, including login and logout tracking. This enables insurance companies to monitor schedule adherence and team workload with precision.
At the core of Sirius analytics is highly detailed low-level data. For IVR flows, the system records every customer action: which announcements were played, for how long, which menu options were selected, which web services were called, and what responses were received. For AI IVR, each customer and AI utterance is transcribed with precise timestamps.
For voice interactions, Sirius generates a Call Detailed Record (CDR) for every call. Each record includes the full interaction history: call start time, time spent in IVR and queue, connection outcome, talk time, hold time, after-call work, transfers between queues, and the final disposition selected by the agent. The same data-driven logic applies to chat interactions.
Agent statuses and shifts are tracked separately, including every break, scheduled and on-demand pauses, shift activity, and cumulative performance metrics. These detailed datasets form the foundation for aggregated analytics, operational reports, and management-level insights within Sirius.
Integration with Back-Office and Business Administration Systems
Sirius supports bidirectional integration with insurance company back-office and business administration systems such as CRM, ERP, billing, and insurance core platforms. This enables automatic screen pop of the customer profile during calls and chats, as well as reverse data transfer, including call recordings, chat transcripts, and interaction outcomes.
The platform supports three integration scenarios, allowing it to adapt to virtually any IT architecture:
- Triggering webhooks or JavaScript scenarios on the agent frontend within a child iframe where the customer’s system is embedded.
- Frontend interaction via JS postMessage between Sirius and internal systems.
- Backend API integration that enables deep data exchange without agent involvement.
This approach allows insurance contact centers to operate within a unified information environment, maintain full customer context across all channels, and meet modern requirements for modernization, transparency, and service governance.
Recommended reading: Headcount vs FTE: How many agents does your contact center really need?
AI-Powered Speech Analytics and Call Transcription
Sirius supports speech analytics and call transcription as a standalone AI-driven service. The platform integrates either with trusted technology partners or with a provider selected by the customer.
This allows insurers to automatically receive call transcripts, analyze contact drivers, script adherence, and customer sentiment, and build a solid foundation for quality assurance, agent training, and risk management without being locked into a single vendor.
WFM in Sirius: Workforce Optimization as the Next Step in Modernization
The built-in Workforce Management (WFM) module is currently under active development. Its production launch is planned for mid-2026.
Stable Voice Quality Even Under Variable Network Conditions
Voice quality is a critical factor for any contact center software. Sirius delivers stable audio performance as long as basic technical requirements for the agent’s internet connection and workstation are met. The platform uses dynamic voice codec selection to automatically adapt to changing network conditions.
With a stable connection, Sirius applies PCM A-law (8 kHz, 8 bit, mono) with a bandwidth of 64 kbps in one direction, ensuring natural, high-quality voice transmission. If network quality degrades, the system automatically switches to Opus or iLBC codecs, reducing bandwidth consumption to approximately 13 kbps without a critical loss in speech intelligibility.
This approach is especially important for insurance contact centers with remote teams and peak workloads, where call quality directly impacts customer trust and service perception.
24/7 Support as Part of the Service Model
Sirius is backed by round-the-clock technical support:
- Critical incidents are handled 24/7 by phone.
- Planned and non-critical requests are processed seven days a week from 9:00 AM to 6:00 PM via the ticketing system.
- Support channels include the support portal, email, and phone.
All requests are logged, tracked, and analyzed, ensuring service transparency and predictable operational stability for the contact center.
Conclusions
Today, a contact center for an insurance company is a strategic touchpoint that directly influences customer experience, loyalty, and the financial resilience of the business. That is why contact center software must be flexible, omnichannel, analytics-driven, and ready to scale under peak loads and strict regulatory requirements.
The Sirius cloud platform by Global Bilgi is designed around real operational scenarios of insurance contact centers. Intelligent call routing, workforce control, advanced reporting, omnichannel capabilities, and seamless integrations make Sirius a solution that supports service modernization and helps insurers meet rising customer expectations.
Would you like to learn more about the capabilities of the Sirius cloud platform for insurance contact centers? Fill out the “Contact Us” form, and we will get in touch at a time that is convenient for you to show how Sirius can work for your business.
