L’olivier

Cloud clears way for innovation

For French vehicle insurer, L’olivier – assurance auto the contact center is a vital business driver for everything from outbound sales to claims handling and specialist vehicle coverage. However, a hard-to-scale IT infrastructure diminished customer experience and prevented the team from maximizing learning and plans for effective contact handling.

Moving to the Genesys Cloud CX^TM platform provided advanced routing, real-time reporting and a path to unify email, chat and social interactions — all for a per-user monthly price.

Agents now feel empowered and work efficiently, switching effortlessly between inbound and outbound tasks. Managers have real-time data at their fingertips and can measure so much more.

Most issues are resolved during the first interaction and abandonment calls have dropped from 18% to 3%. Routine jobs, such as loading data for sales campaigns, are automated and less time-consuming. The IVR system invites customers to rate their experience, which consistently exceeds 90% for satisfaction.

Benefits

Maintains 90% customer satisfaction rates
15% reduction in abandonment rates, from 18% to 3%
Improved efficiency and first contact resolution
Future integration of channels and operations

Challenges

Raise agent performance and improve customer experience
Facilitate collaboration and information sharing

Product

Genesys Cloud CX

Solutions

Read the customer story

“Our customers enjoy a friendlier and more convenient experience on their own terms. And our teams can do what they do best — provide great service and build relationships.”

Mariama Guiro, Head of Project Customer Service, L’olivier – assurance auto

+1.888.436.3797

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.