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Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud

Customer Engagement OnAvaya™-Google Cloud Platform helps drive a new service delivery model for new breed of insurer

Santa Clara, Calif. — March 8, 2016 — A new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, Diligent Benefits aims to transform the life insurance customer experience. To facilitate that personal touch for its customers, they turned to Avaya.

At the core of Diligent’s business model is improving the customer service experience for life insurance buyers. As a core part of its engagement strategy, Diligent chose Customer Engagement OnAvaya™ - Google™ Cloud Platform, designed with comprehensive contact center capabilities delivered from the cloud. The benefits they found are:

The requirements are a breeze: an Internet connection, a Chrome device, and a headset or Avaya IP phone for each agent. Set up is quick for agents to immediately start using Avaya’s sophisticated customer engagement features.
The ability to scale quickly — without missing a beat — is crucial to the young company. The Avaya solution has proven an ideal fit for this fast-growth financial services company in terms of deployment speed and scalability.
The Avaya cloud contact center solution supports Diligent’s highly-individualized approach.

John Wilhelm, founder, Diligent Benefits, said:

“We’re a fresh new take on the life insurance business. We don’t do one size fits all. Everyone has different needs. We help our customer meet their objectives. Avaya is in many ways at the heart of what we’re trying to achieve, it brings the human touch.”

“Diligent Benefits is using technology to transform the experience of buying life insurance – from increasing transparency and becoming an educational resource for consumers, down to enhancing the experience each customer has with an agent. The Avaya solution mirrors our methodology – a commitment to providing a turn-key solution. It’s a complete solution and it’s a great value.

William Yuan, COO, Diligent Benefits, said:
“An important reason we chose Avaya is we believe Avaya can grow with us. Avaya will allow us to become a very big company,” concludes William Yuan, Diligent Benefits’ COO. We help our customer meet their objectives. Avaya enables us to do that well.”

About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information please visit www.avaya.com.

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Contact

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About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.