With several expanding businesses and over 800 sales offices, SOGAZ Insurance Group needed a cutting-edge contact center to optimize service levels, workloads, and handling of rising call volumes.

Genesys provided SOGAZ with a single customer interaction point for all lines of business, transforming productivity and customer experience. Agents can quickly identify products that could be of interest to customers and launch targeted campaigns.

Greater efficiency has enabled the company to absorb a fourfold rise in call volumes while only growing its workforce by a factor of three. And customer satisfaction continues to improve as well.

Benefits:

  • Close control of the levers of customer satisfaction
  • Greater operational efficiency and ability to deal with 400 percent more calls
  • Waiting times halved and dropped calls cut threefold

“Waiting times have been halved, with a two-thirds reduction in dropped calls. Average call duration is just two-and-a-half minutes.”

Georgy Chudayev
Integrated Contact Center Director
SOGAZ Insurance Group

Challenges

  • Consolidate multiple customer interfaces into a single location
  • Make contact center operations more agile and automated