A partnership between Liberty Mutual Insurance and Videocon Industries, Liberty Videocon General Insurance began offering a spectrum of insurance products in 2013. Recognizing the importance of customer experience in their industry, Liberty Videocon searched for ways to improve its ability to deliver customer service as it expanded across India. The omnichannel customer engagement model, focused on managing customer touchpoints in a seamless, connected journey, stood out in their research.

After evaluating the major technologies available, Liberty Videocon chose Genesys Customer Experience Platform. They determined the omnichannel engagement possible with Genesys, including seamless customer engagement across digital and voice channels, business optimization through a unified customer experience platform, and workforce optimization through unified administration and an omnichannel agent desktop, would provide a competitive edge. They also looked to the Genesys Customer Experience Platform to make the best use of resources while keeping costs in line. They were also confident the platform would give them the ability to scale resources quickly, effectively, and efficiently across the Indian subcontinent.

Benefits:

  • Optimized workflow
  • Reduced TCO
  • Increased first call resolution by 94%

“In our process of testing, we evaluated all the major technologies with a fair evaluation in-house, and found Genesys to be far superior to any other technology.”

Ankur Ahuja,
National Head Customer Experience,
Liberty Videocon

Challenges

  • Tough competition
  • High cost of operation
  • Inconsistent customer experience