Accelerated growth creates a real challenge
Universal Assistance provides comprehensive travel assistance services to customers across Latin America. For over 40 years, its extensive network of providers has helped to protect people so they can travel anywhere safely.
In 2018, the company became part of the Cover-More Group, the travel insurance and assistance division of Zurich Insurance Group, a milestone that increased its operational capacity and created global opportunities. But the accelerated growth at Universal Assistance represented a real challenge for its contact center solutions.
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Universal Assistance manages more than 2 million contacts per year, 24/7, with multilingual operators. And its contact center is the heart of it all. The voice channel is key because it makes travelers feel more comforted when they seek medical help.
“Without this tool, we could not assist our clients nor could we manage the network of health and logistics service providers. It is the engine of the whole process,” said Ariel Dorfman, Technology Manager at Universal Assistance.
But the company’s huge operational growth exceeded the capacity of its communications platforms.
“When we hit 40,000 calls a day — up from the 10,000 we started with — the existing platform couldn’t handle it. It wasn’t ready to deal with that volume of contacts,” Dorfman said.