Delivering contact centre innovation at software speed for Allianz Direct

How Allianz Direct worked with Sabio to deploy a disruptive CX solution – powered by Twilio Flex – to deliver contact centre innovation at revolutionary pace

For Allianz Direct, transforming operations to make insurance products and services as easy and intuitive as possible for its customers across Europe is critical.

The Challenge

Allianz Direct had to transform its contact centres if it was to play its part in enabling the company’s agile transformation. The insurance firm knew it wouldn’t be enough just to replace its technology platform to facilitate an agile way of working. Instead, the challenge was to rebuild and transform its contact centre operations to deliver – and keep on delivering – an improved service for customers.

The Solution

Working with Sabio, Allianz Direct has successfully deployed a disruptive Customer Service (CX) solution powered by technology from Twilio, Amazon Web Services and Azure. Supported by Sabio and its own flexible software development team, Allianz Direct is now able to deliver contact centre innovation at a revolutionary pace. Working with Flex enables the company to effectively own its technology roadmap and align developers with its agile CX process.

The Results

Adopting an agile model by using the latest Flex-based programmable contact centre approach means that Allianz Direct can innovate at software speed. Key benefits include:

• Ensuring an agile approach across its entire European CX operations
• Securing an improvement in First Contact Resolution – from 2.2 times per topic down to 1.2/1.3
• Winning the ‘Most Effective Business Transformation Programme in Customer Service’ at the ECCCSA 20th edition awards