Cookie Settings
Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal
Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. As a result of multiple mergers and acquisitions in the early 2000s, the company’s plans now cover over 10 million policyholders, i.e. one in four French professionals.
of inbound traffic now processed automatically.
of the automated incoming call flow successfully handled without agent intervention.
The services offered by Malakoff Humanis require highly responsive and sensitive customer service and are subject to periodic regulatory changes that can generate large volumes of customer requests.
Odigo’s solution for Malakoff Humanis focuses on the phone channel and an offering of voice services with natural language processing (NLP) capabilities.
Nearly 14% of inbound calls are now processed automatically, 47% of which require no human intervention. This has resulted in significant time savings for agents who can now focus on more complex calls.
Supporting the high number of customer requests without service interruption, following the regulatory changes implemented in early 2019, is a testament to the rapid scalability of the Odigo solution.
Odigo continues to work with Malakoff Humanis on automation to help them provide the best information to their customers at the right time, on the channel they prefer.
Guaranteed bug-free systems enable 24/7 availability to customers.
The Odigo teams provide a customer service benchmark and advice on how to improve Malakoff Humanis’ customer experience (CX).
A strong commitment from both parties enables the establishment of a long-term relationship based on trust.
Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. The company’s plans cover over 10 million policyholders, i.e. one in four French professionals.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.
