Fiserv division unveils FREEDOM Lifeline

CEDAR RAPIDS, Iowa - Knowing what consumers say to emloyees and what they said, is becoming the big customer service trump card in the financial services and insurance industries. The FREEDOM Group, a unit of Fiserv, Inc., has introduced FREEDOM Lifeline, an Internet-based service for insurance companies to support and train agents on product features and benefits. It is a Web-enabled help desk solution that provides sales and service information. The FREEDOM Lifeline system gives insurance agents access to a searchable knowledge base drawn from previous sales and service requests. If a search doesn't produce the information needed, the agent can request support through an online form or e-mail. Support requests are automatically routed to the most appropriate representative. When a representative accepts the support request, the agent and the representative communicate via real-time online chat or Web-based question-and-answer exchange. A complete conversation history is retained. When the request is resolved, any reusable information is extracted to update the searchable knowledge base. The FREEDOM Lifeline system tracks the number of support requests posted by individual agents by product Because agents constantly present new information and questions, the FREEDOM Lifeline system immediately incorporates new data into an insurance company's Web site.