EUROP ASSISTANCE
Responding to customers in a timely manner
The previous solution used by Europ Assistance didn’t provide live data on their outbound and inbound call and contact center activities. While Europ Assistance needs to deal with thousands of claims daily, it was essential for them to have a complete understanding of their activities.
With a presence in more than 200 countries, they needed a solution that was scalable, reliable and easy to use for agents.
Established since 1963
95 million customers
Present in over 200 countries
We wanted to increase our customer satisfaction at all costs. When you know that it can make or break a brand, we needed a solution that would increase our global reactivity and handling of claims. Thanks to Nixxis Contact Suite and its omnichannel configuration, we now have a 360-dregree view of our clients interactions and could raise our brand’s global perception. Nixxis provided us with a stable and automated solution.
Objectives
- Poor understanding of quantity and quality of outbound and inbound calls
- Lack of reactivity to customer claims
- Lack of stability of previous solution
Europ Assistance achieve great results using Nixxis Contact Suite
Nixxis Contact Suite was the perfect compromise between an innovative, reliable and user-friendly solution for Europ Assistance. Migration between solutions was dealt with swiftly and easily avoiding the stop of any activities in the process. As of now, Europ Assistance enjoy customizable and actionnable analytics, a better workload distribution thanks to our AI-powered ACD and globally a better handling of customer claims and satisfaction.
15 % increase of first-call resolution rates
25% Increase in Customer satisfaction
Better distribution of calls and dealing of overflow
Received a price of customer service excellence
Europ Assistance achieve great results using Nixxis Contact Suite
Nixxis Contact Suite was the perfect compromise between an innovative, reliable and user-friendly solution for Europ Assistance. Migration between solutions was dealt with swiftly and easily avoiding the stop of any activities in the process. As of now, Europ Assistance enjoy customizable and actionnable analytics, a better workload distribution thanks to our AI-powered ACD and globally a better handling of customer claims and satisfaction.
15 % increase of first-call resolution rates
25% increase in Customer satisfaction
Better distribution of calls and dealing of overflow
Received a price of customer service excellence
More customer stories
More customer stories