AXA Seguros Mexico Replaces NICE with Calabrio ONE and Sees ROI in Just 3-6 Months | Calabrio %

AT A GLANCE:

INDUSTRY: Insurance

PRODUCTS USED: Calabrio ONE

THE CHALLENGE:

To replace current partner (NICE) with a better WFO solution.

THE SOLUTION:

AXA Seguros Mexico replaced NICE with Calabrio ONE and saw a return on investment (ROI) within just 3-6 months of deployment.

AXA Seguros Mexico Replaces NICE with Calabrio ONE and Sees ROI in Just 3-6 Months

CASE STUDY: AXA Seguros Mexico

AXA Seguros Mexico increases call center growth and productivity using Calabrio ONE

Resulting in a ROI within just 3-6 months after implementation.

BACKGROUND

As the number one brand of insurance in the world, AXA Mexico Seguaros is an attractive choice for customers and employees alike. Based in Mexico City with operations throughout Mexico and the United States, the company has been on a lightning-fast growth path, attracting top talent in both countries.

THE CHALLENGE

Driven by its desire to grow call center operations, improve customer satisfaction and increase workforce engagement, AXA Seguros Mexico was in need of a new WFO solution. It was extremely dissatisfied with its current partner (NICE) and wanted a better solution to meet its workforce management and quality management needs.

THE SOLUTION

AXA Seguros Mexico selected Calabrio ONE to provide one unified suite integrating both WFM and QM functions. The decision to work with Calabrio was based on its:

  • Lower total cost of ownership
  • Key product features
  • Ease-of-use
  • Superior support and services

THE RESULTS

Since implementing Calabrio ONE, AXA Seguros Mexico has seen:

  • Increased customer satisfaction rates by 15-25%
  • Increased contact center productivity by 20-30%
  • A return on investment (ROI) within 3-6 months

“The operation impact we’ve realized with Calabrio is very important, as it allows us to have QM and WFM working together.” Luis Coiro, IT Professional, AXA Seguros Mexico

Source: TechValidate. TVID: C62-A63-1B7

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