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

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