Genesys enables Ping An of China to become the country’s first financial services company to provide video-based customer service
The Ping An Insurance Group Co. Ltd. (Ping An of China) has become China's first financial services business to offer video-based interaction with its clients, thanks to an innovative solution from the Genesys business of Alcatel-Lucent (Euronext Paris and NYSE: ALU).
Ping An of China's customer contact agents will now be equipped to handle video communication with customers, improving interaction and service quality, as well as enriching the entire customer experience using Genesys contact center solutions.
Ping An of China's contact center is the largest of its kind in China, seating nearly 9,000 people, with staff located in Shanghai, Suzhou and Shenzhen. As an integrated financial services institution, Ping An insurance provides banking, securities, funds, trusts and other services.
With the new video contact center, 'virtual shop' service agents and customers will leverage video communication to make the business more direct and efficient. Connecting via video, customers of Ping An of China's insurance business will be able to gain timely understanding of their situation or claim status and help agents accelerate business management. For the bank credit card business, customer service agents will use video and fingerprint viewing for complete and instant verification of applicants' identities.
Genesys was selected based on the rich functionality its solutions offered to support the complex business requirements from Ping An. Genesys technology provides multiple levels of business continuity, along with centralized management across all three contact centers. The SIP-based architecture enables applications such as video interaction as well as providing great flexibility for future expansion. Through the Genesys Customer Interaction Management Platform, Ping An of China is able to centralize all its contact center resources, provide intelligent routing, command real-time monitoring and historical statistics reporting, and optimize the customer service operations.
"We are honored to work with Ping An of China in launching this highly innovative customer service solution – our largest and most successful deployment of video to date," said Paul Segre, President & CEO of Genesys and Executive Vice President, Alcatel-Lucent. "As more and more companies drive cross channel conversations with their customers, companies like Ping An China are leading the charge in transforming today's customer experience."
About China Ping An
China Ping An insurance (Group ) Company Limited ( hereinafter referred to as" China Ping An"," company"," group" ) was born in 1988 in Shenzhen Shekou, is China's first joint-stock insurance company, has developed into a combination of insurance, banking, investment and other financial services as one integrated, compact, diversified financial services group. China Ping An has approximately 453,000 life insurance sales and more than 12 full-time employees, various branches at all levels and marketing services sector for more than 4,400. As of December 31, 2010, the group's total assets of 1,171.627 billion yuan, 116.883 billion yuan of total equity. In 2010, the group achieved total revenue of 189.439 billion yuan, net profit of 17.938 billion yuan. From the size of the premium to measure, Ping An Life is China's second largest life insurance company; from premium income, Ping An Property & casualty for China's second largest property insurance company.