Global Insurer Accelerates Sales & Service Processes with CX Automation
A global insurer was eager to drive operational efficiency and improve customer experience by deploying digital tools within their contact centers. They had an urgent pain point - contact centers had become a cumbersome and expensive bottleneck for claims and account management.
With 16 million calls per year and 9,000+ agents worldwide, this company understood that digital self-service could deliver millions in new revenue and reduced costs annually.
Read about their remarkable results:
- 30% lower contact center average handle time (AHT)
- 25% increase in first contact resolution FCR
- 28% decrease in new customer abandonment
- 4.8M low-value support calls deflected in year one