{"id":484996,"date":"2023-07-24T15:46:01","date_gmt":"2023-07-24T22:46:01","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=484996"},"modified":"2023-07-24T15:46:01","modified_gmt":"2023-07-24T22:46:01","slug":"admiral-insurance-reimagines-customer-experiences-with-genesys","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-gb\/company\/newsroom\/announcements\/admiral-insurance-reimagines-customer-experiences-with-genesys","title":{"rendered":"Admiral Insurance Reimagines Customer Experiences with Genesys"},"content":{"rendered":"

[vc_section full_width=”stretch_row” css=”.vc_custom_1572299908147{padding-bottom: 0px !important;}”][vc_row equal_height=”yes” content_placement=”middle”][vc_column][vc_column_text el_class=”pre_h1″]06\/06\/2023[\/vc_column_text][vc_column_text]<\/p>\n

Admiral Insurance Reimagines Customer Experiences with Genesys<\/strong><\/h1>\n

UK\u2019s largest auto insurer moves to AI-powered Genesys Cloud for its all-in-one capabilities to deliver personalised digital customer and employee engagement<\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=”.vc_custom_1572297878492{padding-top: 0px !important;}”][vc_row][vc_column][vc_column_text]LONDON, June 6, 2023 \u2013 Genesys<\/a>\u00ae today announced that Admiral is evolving into a customer engagement powerhouse using the Genesys Cloud\u2122 platform. Admiral is the UK\u2019s largest auto insurance company, employing more than 7,500 people across the Admiral, Bell, Elephant and Diamond vehicle insurance brands. After an extensive review of the industry\u2019s primary Contact Centre as a Service (CCaaS) providers, Admiral selected Genesys to support the needs of more than 6.5 million customers for its experience orchestration leadership, offering unmatched capabilities to deliver personalised engagement across every touchpoint.<\/p>\n

With an objective to implement an artificial intelligence (AI)-powered, all-in-one cloud native platform offering true omnichannel capabilities, Admiral chose Genesys Cloud<\/a> to replace a mix of siloed systems from several suppliers that weren\u2019t optimally integrated. With a unified and scalable suite of applications, Genesys Cloud is being implemented to support Admiral\u2019s more than 2,000 contact centre employees because the platform provides the complete foundation to enable end-to-end orchestration across the customer journey. Now, with Genesys Cloud, the auto insurer can access deeper insights about its customers, such as their history, preferences and intent, providing added context to deliver differentiated experiences.<\/p>\n

“Our collaboration with Genesys represents a major step forward in our commitment to delivering exceptional customer experiences and supports our broader digital transformation strategy,\u201d said Alan Patefield-Smith, chief information officer at Admiral. \u201cThe implementation of this advanced contact centre solution will empower our customer service teams to provide personalised and timely support to our valued customers. By combining our industry expertise with the robust solutions from Genesys, we\u2019re confident in our ability to deliver outstanding service, build long-term customer relationships and drive sustainable success.\u201d<\/p>\n

\u201cFor organisations to compete today, they need to build loyalty with their customers and employees through simple, effortless and individualised experiences that set them apart,\u201d said Olivier Jouve, chief product officer at Genesys. \u201cThrough experience orchestration capabilities underpinned by Genesys Cloud, Admiral is positioned to exceed the needs of its customers, employees and business \u2013 both now and in the future.\u201d<\/p>\n

In its initial transformation phase, Admiral plans to leverage Genesys Cloud for inbound and outbound customer engagement across voice and digital channels. It will use a variety of capabilities, including advanced reporting, analytics, workforce engagement management, recording and more. The openness of Genesys Cloud platform with expansive pre-built integrations will also make it easier for Admiral to better connect with other systems in the future. Admiral expects that integrating Genesys Cloud with existing systems will enable the company to deliver a more customer-centric experience, further improving satisfaction and efficiency \u2013 and reducing costs.<\/p>\n

About Admiral<\/strong><\/p>\n