20 June 2017, Bangkok, Thailand
- Allianz Ayudhya selects Aspect to enhance Customer Contact Center functionality and efficiency for employees and customers
- Aspect® Unified IP® projected to increase revenue growth
Allianz Ayudhya Assurance PCL, one of the Operating Entities under Allianz Group, the world’s largest financial services companies, has moved to improve corporate revenue and productivity while lifting customer satisfaction levels by implementing Aspect Unified IP.
For the past 10 years, Allianz Ayudhya had operated a legacy customer support software system. Looking to improve Average Handling Time – how long it takes for an agent to satisfactorily complete each call – and to increase Sales Volume, the company sought to take advantage of more recent technologies and thus gain competitive advantage. Elevating the customer experience while improving both internal and external efficiency would reduce the time and cost of each customer contact. Allianz Ayudhya began to assess other customer contact solutions to fully integrate their Contact Center with latest technologies and deployment options. The company’s stated goal was not only to improve corporate revenue and productivity, but to also enable agents to better achieve their individual targets in outbound telesales.
Following an extensive analysis of competitive customer contact solutions, Allianz Ayudhya chose to replace their legacy system with Aspect Unified IP, a complete, software-based, unified platform that would ensure it delivered enhanced customer experiences across every conversation and every channel – through a single, elegant software platform.
Allianz Ayudhya operates one central 580-seat call center for outbound telesales, based in its Bangkok headquarters. It opted for the Aspect solution because Aspect was well regarded for its outbound solution and blending of inbound calls, as well as its features and functionalities compared with other vendors.
“Allianz Ayudhya is committed to delivering excellent products and services to our customers and to provide unsurpassed security and protection for Thai Families. Moreover, we take our customer interaction very seriously and with Aspect I am happy and confident to have a strong contact center partner,” said Chaya Kuankid, Senior Vice President, Direct Marketing, Allianz Ayudhya. He further added, “With the new technology now implemented in our company, I am assured that our team and agents will be even more productive & efficient in serving all our customers. This will be a significant contributor to meeting our company target and goal within the desired timeframe. By partnering with Aspect, we can futureproof our operations, for example, with the capability already in place to engage with our customers across a broader range of channels in the future.”
Richard Loberas, ASEAN Sales Head of Aspect commented, “It has been a real pleasure to be a part of Allianz Ayudhya’s objective in enhancing their customer engagement in the Customer Care Center and Telesales Unit and to be able to deliver a robust and reliable solution. We are happy to be supporting the teams who play a critical role in providing a professional and efficient customer contact experience. Aspect remains committed to ensuring the best possible experience with our solutions for our customers and also for their customers. I am delighted that Allianz put their trust in our team to deliver on that promise.”
Allianz Ayudhya expects to lift Direct Telemarketing revenue over the next three to five years and gain competitive advantage through the use of the Aspect solution. Customers are also expected to benefit from more efficient customer contact processes and reduced call times.
About Allianz Ayudhya
Allianz Ayudhya Assurance PCL (Allianz Ayudhya) is part of the 127 year-old Allianz group – one of the world’s largest financial services companies, with more than 83 million customers in 70 countries.
In Thailand it provides insurance products and services that support Thai families through the rhythms of their lives. Allianz Ayudhya offers life insurance, personal accident insurance and employee benefit protection, which is available directly from the company, through its business partners and also through its large agency network. A critical focus of the company is its engagement with customers through the operation of a 24x7 Customer Care Centre, which includes professional medical assistance coordinators who provide 24-hour emergency help and advice by telephone.
Aspect helps enterprises break down the walls between people, processes, systems and data sources, allowing organizations to unite around the customer journey. By developing fully native interaction management, workforce optimization and self-service capabilities within a single customer engagement center, we enable dynamic, conversational interactions and create a truly frictionless omni-channel customer experience. Leveraging the agility of our worldwide cloud infrastructure and over 40 years of industry ingenuity, Aspect conveniently and easily connects questions to answers while helping enterprises keep service levels high and operational costs contained. For more information, visit www.aspect.com.
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