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

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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 Cloud^TM 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

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.