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Large regionally-based life insurance organisation.​

Led by DXC technology and integrated with AWS, nimbus Connect provided a regionally-based life insurance organisation with cloud-first Workforce Optimisation to maximise the utilisation of workforce agents while maintaining the highest quality customer experience.

Challenge

  • Existing call centre based on high fixed price model, with poor agent and customer experience.
  • Manual reporting and lack of real time reports or visualised dashboards
  • Physically hosted legacy solution with over 40 numbers and many complicated call flows and IVR.

Solution

  • Amazon Connect with nimbus workforce optimisation.
  • Core system integration; AI speech to text transcription, real time reporting/analytics and metrics
  • Call quality solution delivering compliance and quality management with calls screened automatically

Results

  • Real-time personalisation of customer engagements, agent productivity benefits, and cloud-based workforce management.
  • Reduced cost with cloud-based consumption/utility model.
  • 100% call quality assurance.
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