Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud
Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life insurance, with the goal of transforming 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. Diligent chose Engagement OnAvaya™ – Google™ Cloud Platform, designed with comprehensive cloud contact center capabilities. The installation helped the company enjoy the following benefits:
- The requirements are a breeze: Agents only need an Internet connection, Chrome device and a headset or Avaya IP phone. 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.
“We’re a fresh new take on the life insurance business. We don’t do one size fits all,” says John Wilhelm, founder of Diligent Benefits. “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,” Wilhelm said. “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.”
“An important reason we chose Avaya is we believe Avaya can grow with us,” said William Yuan, Diligent Benefits’ COO. “Avaya will allow us to become a very big company. We help our customer meet their objectives. Avaya enables us to do that well.”
Click here to read the full case study from Avaya.