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AXA Direct Assurance
Challenge
Direct Assurance, subsidiary of the AXA group is France's leading direct car insurance
company. The company has more than 400,000 customers who benefit from competitive
rates, warranties and services for car and home insurance policies. Direct Assurance operates 3 call centers with 400 live agents. These handle 3 million calls per year, each lasting an average of 15 minutes. The group's goals for the French market are ambitious - to reach 500,000 customers by 2006, and to belong to the top ten of the car insurance market.
To support its growth, Direct Assurance is investing on new technologies to improve both the quality and the productivity of its customer service. A first experience on self-service through the web was launched in 2003 to deliver on-line personalized quotes for car insurance, as an answer to a growing demand from customers for new services reachable anywhere and at any time.
In parallel, with its increase in inbound telephone traffic, Direct Assurance launched a large modernization project of its call centre, aiming at improving its customer satisfaction with a higher availability of customer representatives. The goal is to increase inbound traffic handling capacity, without the need for additional human resources. They also want to improve customer satisfaction through new services and reduced waiting times, as well as to enhance control on IVR content modification with a reduced scripts update cycle.
Solution
The project includes the integrated implementation by a system integrator (Nextira One) of a new telephone switch (Alcatel), a Computer Telephony Integration software suite (Genesys), and new Interactive Voice Response application in natural language (VocaBase®), operating in conjunction with call centre customer agents. The implementation of new text-to-speech synthesis (Acapela TTS) and speech recognition (Scansoft ASR), allows improving the availability of information provided to customers, from the reception of a new quote to the follow-up of claims.
Three self-speech enabled self-service applications have successfully been delivered so far :
- a proof of concept for car a insurance quote preparation module, including the dialog to exactly identify the car model to be covered,
- a customer care module to enable customers to access their personal records in the Siebel CRM database to know why their insurance certificate is not yet delivered,
- an automated attendant for the claims declaration and follow-up .
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The Company
