Case Studies

Large Insurance Company

101 Agents

Original Systems

  • Avaya IP Office

Business Challenges

  • Avaya IP Office
  • Avaya shared with parent company in the US
  • Managing queues took up time and resources by utilizing in-house experts
  • Long response times from IT
  • Legacy platform with poor support
  • Limited customer engagement methods (email, phone)
  • Long response times from agents in regards to claims due to limited channels and lack of self service options
  • Lack of constant improvement due to limited visibility on agent and management performance
  • Inability to support remote agents

Current Systems

  • Genesys Cloud CX
  • Telecom Services by Star Telecom

Outcomes

  • Responsive professional services
  • Committed timelines for change requests
  • Dedicated circuit for improved reliability
  • Enhanced customer experience by providing more channels and offering more personalized experiences with customer history/context per interaction
  • Implemented WhatsApp as an additional channel
  • Increased visibility of contact center performance and management of workforce along with new KPIs identified for constant improvement
  • Quicker response times due to less queues and on-demand queue management
  • Remote agents are now supported and new ability to scale up or down on demand - no expertise needed

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