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Aioi Nissay Dowa Insurance Company Australia (ADICA) provides end-to-end insurance solutions for motor vehicles. With operations in Gippsland and Melbourne, ADICA employs about 120 staff at its customer contact centres. The insurance provider aspires to be ‘a unique company with a distinctive character,’ where customers are treated as if they were guests in their own home, with sincerity, authenticity and attention to detail. The company embarked on a journey to upgrade its contact centre platform to meet this global vision.

Take this survey and learn why the insurer’s decision to move from an on-premises contact centre solution to the Telstra Contact Centre Genesys CloudTM platform was motivated by the organisation’s goal to provide seamless experiences for customers across multiple channels. Leveraging a platform that supports omnichannel engagement from voice, chat, email and potentially social media — all on a single platform — proved to be the right solution for ADICA to take employee and customer satisfaction to new levels.

May 30, 2023
May 19, 2023

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