A unified customer journey for a global insurer
Customer snapshot
One of the largest insurance players in the UK/Europe life-and-pensions market and growing, moving 1,200+ agents through a cloud CX transformation.
The challenge
Three OEMs and three disparate platforms left no unified view of the customer.
Integration with 300+ applications, and no unified 360° customer view.
Weak CRM integration and a lack of workforce planning.
Low CSAT/NPS and low service credibility.
The solution
Exato deployed the NiCE CXOne omnichannel suite with unified journey reporting, workforce management and quality management, and Nexidia analytics for sentiment and call-deflection strategies.
CXOne omnichannel suite
A single omnichannel platform across the customer journey.
Unified journey reporting
One view of the journey, replacing three disparate platforms.
WFM & QM
Workforce and quality management to close the planning gap.
Nexidia analytics
Sentiment analysis and call-deflection strategies, with Auto Summary and Autopilot on the roadmap.
Can we help you implement a similar solution?
More inspirations
Explore more customer stories from across Exato’s solutions and industries.
See what a unified customer journey looks like for your business
Book a 30-minute demo and we’ll walk through how Exato would run this for your team.