[Webinar] MACIF X DialOnce: VISUAL IVR CRISIS MANAGEMENT

The Covid19 lockdown impacted customer service organizations in several aspects, particularly the pick-up rate. Indeed, the decrease in the number of available advisors, coupled with an increase in customer solicitations, could significantly degrade the pick-up rate and thus customer satisfaction. This was a risk identified by MACIF which, in a context of a major commercial event, had to find technological solutions to not impact the experience of its members, who contact them to report a claim or subscribe to an insurance contract.

MACIF, therefore, deployed the DialOnce Visual IVR in just a few days to offer a response to 100% of the unanswered incoming calls and thus direct customer requests to the back office. Jérôme Farcet, Head of Telephony and Hot Flows at MACIF, shares his experience regarding the deployment of the solution in a short time frame and the results collected in the first weeks of this crisis context.

The DialOnce Visual IVR allows switching an incoming phone call to a digital solution (contact solution or self-care journey) to enable each caller to access a 24/7 solution.