Genesys and AWS: Market leaders in financial services

Redesigning the life insurance experience

eFinancial combines data-driven insights and AI-built algorithms to post record sales

One of America’s largest direct brokerages, eFinancial helps customers get the right life insurance easier, faster and more affordably. Its service is delivered from three contact centers: Bellevue, Washington; Chicago; and Tempe, Arizona. Together, these centers handle around 50,000 contacts a week via inbound, outbound, email and text.

Built on Amazon Web Services (AWS) microservices, the Genesys CloudTM platform has open APIs for easy connection with back-office systems. This allows agents to get bespoke screen pops for different insurance partners.

Download the “Redesigning the life insurance experience” case study to learn how eFinancial achieved the following contact center results:

  • Increased sales revenue during the lockdown
  • 100% of agents working from home
  • 25% increase in dials and contacts
  • 80% reduction in web response time
  • Eliminated four annual software updates