Includes migration to the cloud for 1500 contact centre agents Insurance News Jul 17, 2023 Share Davies has announced the transformation of its contact centre and customer experience (CX) infrastructure by selecting CX transformation specialist Sabio as the group’s partner in a multi-year agreement. Under the collaboration, Sabio will guide Davies’ transformation to a new cloud-based customer service platform on the Genesys Cloud CX which provides a flexible, scalable, and unified CX platform. This platform has been especially developed and selected by Davies and will enable the firm to bolster telephony operations as well as open new communication touchpoints. The transformation project will also see Davies unifying its digital communication capability across the next stage of its growth across the US and Europe. To date, Davies has been able to save its clients £5.8 million in weather-related claims spend by adapting quickly to events as they happen. The project will involve the cloud migration of 1500 contact centre advisors managing customer interactions across 13 business units for UK and US clients. The agreement also includes workforce engagement management (WEM) capability in addition to Sabio’s support and delivery services. Davies Group chief information officer Darren Martin said that partnering with […]
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