Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
CMONASSURANCE SELECTS AVAYA TO IMPROVE THE QUALITY OF ITS CUSTOMER SERVICE
Since its creation in 2007, cmonassurance has set itself apart with its original, innovative approach, both in terms of solutions and the broad range of services offered to its customers: health mutuals, credit-risk insurance, life insurance, funeral coverage and occupational pension products. Customer relations are key to the strategy of cmonassurance, which offers personalized, reliable, transparent advice to its 30,000 customers and potential customers, according to their needs and goals in regards to insurance services. As soon as a potential customer contacts the company via the Internet, an expert agent is assigned to him or her to manage the request in a personalized manner. The agent proposes the solutions which are most appropriate for the customer’s needs, with total transparency when it comes to service details. The agent assists the customer with each step of his or her research and throughout the contract, regardless of the means of communication.
From the time of its creation, cmonassurance had an outsourced telephony solution but the limits of this solution became clear very quickly, both in terms of functionality and scalability. After some discussion, cmonassurance decided they needed a new telephony and contact center solution and the clear choice was Avaya.
- Finding a unified, dynamic solution for the management of voice, email, and chat customer interactions that is simple to manage on a daily basis
- Improvement in quality of service offered to customers
- Optimization of customer interaction and processing ability
- Increased productivity with the creation of a unified working environment for agents
- Cost savings
cmonassurance.com is the trade name of Alptis direct. Alptis direct is a subsidiary of Alptis assurance, created in 2007, which distributes life insurance on the Internet with the support of an insurance agent telephone platform. We take the greatest care with our 30,000 insured customers and each of them has a dedicated agent. The quality of customer relations is at the core of our strategy.