Allianz Ayudhya Assurance PCL, an operating entity under Allianz Group in Thailand, one of 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 and 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 future-proof 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.