CDL is releasing a new module within the CDL Strata retail platform to give insurance providers greater insight into agent activities, enabling more advanced performance monitoring, the ability to improve customer journeys and identify potentially suspicious behaviour. Having collaborated with CDL during the development process, AA Insurance is set to become the first to go live with the solution.

Integrating with CDL Strata's Echelon and its Kingfisher business intelligence solution, the extended module is cloud-based, ensuring high levels of resilience, security and availability, and is charged in line with usage, making it cost-effective to run.

Chief Technology Officer for CDL, Rob Trueman, said: "We've worked closely with customers to ensure our operator auditing capabilities deliver the insights they need to monitor and, if necessary, investigate what is happening in the contact centre. It gives managers insights into entire customer journeys and actions completed by particular agents, including the ability to see who has handled particular calls or accessed customer data, as well as to look at trends.

"The next stage in the road map will be to explore using machine learning to identify and alert brokers to performance issues in an automated way and to integrate with telephony systems to give an even more complete picture of operator activity."

Benefits for consumers include being able to be reconnected to the agent they were speaking with when a signal is lost and the availability of a comprehensive audit trail in the case of enquiries.

Insights are delivered through the Kingfisher business intelligence solution, using Power BI reports, and managers can view activity by agent or by event type.

For further information on the new Operator Auditing Module, please contact your customer relationship manager.