Customer stories
Michiel Kouijzer – 12 weeks. 1,000 staff. 2.5 million customers: How Essent prepared for AI
In this video, Product Manager, Michiel Kouijzer, shares how Essent delivered one of its biggest contact centre transformations during a peak period, achieving a 50% reduction in contact centre costs, zero critical incidents, a 36% increase in employee satisfaction, and improved customer satisfaction.
Discover the lessons learned from a high-stakes migration, the importance of choosing the right partner, and how challenging conventional thinking can deliver extraordinary results.
Client
Essent
Industry
Utilities
Service type
Transformation
Topic
Cloud Migration & AI
Platform