Contact Center Transformation FNOL - 2 hr Workshop

Hexaware’s 1-on-1 workshop for insurance companies looking to transform their Contact Centre leveraging Azure Communication Services and Microsoft Teams

Hexaware enables global organizations to orchestrate their contact center strategy with end-user experience by combining domain and technology expertise to design a highly intuitive, automated Claims management process. This provides solution to digitize FNOL (First Notice of Loss) / claims lodgment activity but also enables the Digital Damage Assessment technique. Digital interfaces like Virtual Agents or chat-bots can log claims automatically. The overall transformation will substantially reduce calls-to-claims ratio as Call Handlers give personal attention to the claims and provide status updates to end-customers on need basis leveraging ACS, Microsoft Teams and our omni channel chatbot COCO that is built upon Microsoft’s Azure Cognitive Services, that leverages the insights and analytics to be passed on to a live agent. How do you benefit from this transformation :

• Higher CSAT – Reduced time to respond to customer calls
• Cost reduction – Reduce the number of Live agents by up to 50%
• Reduced capital cost and leverage Pay as you go model
• Higher accuracy of information captured into backend systems
• Time savings – Reduction of Claims processing time by 65%

The 2-hour session is to create a business case detailing the cost benefits of a Cloud enabled Contact Centre, carried out by Hexaware’s certified Azure consultants and Contact Centre Experts.

Pre- requisite – As-is state details obtained through a short questionnaire

Workshop Agenda :

• Assessment & Evaluation: of As-Is state
• Business Case development –
  • Opportunity Identification
  • Identification of transformation type and levers
  • Level of automation in the processes & STP outcome
  • Creation of blueprint: To-Be state
• Playback of assessment findings
• Provide Indicative timelines & cost of execution including ROI