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Founded in 1994 as part of the Crédito Agrícola Group, CA Seguros is a non-life insurer in Portugal.

Customer Company Background

Crédito Agricola Seguros was founded in 1994 as part of the Crédito Agrícola Group, CA Seguros is a non-life insurer in Portugal. With a network of over 600 agencies and a call center with 70 agents, we offer a wide range of insurance solutions to more than 400,000 clients, through over 750,000 policies. Our commitment is to provide the best customer experience, combining innovative products with personalized and proximity-based service.

600
Agencies
400,000
Clients
70
Agents
750,000
Policies

Challenges

The main challenge was to replace an obsolete, expensive and unflexible solution with a new state-of-the-art cloud solution, provided by an experienced partner that offers a valuable service.

Solution

CA Seguros consulted xseed to help them transition their Contact Center operations to a new solution because xseed is a specialized company in this business, very experienced, with an excellent reputation in customer service. xseed is a Genesys partner for many years and they offered Genesys Cloud solutions.
Genesys Cloud is the solution that best fits CA Seguros needs because of its stability, exciting features and simplicity of usage. The implementation project was executed and the transition to the new solution was very smooth.

Results

By implementing this solution, we’ve been able to streamline our customer service operations, reduce costs, and increase agent productivity. Key benefits include shorter call handle times, improved call quality, real-time insights, and a more satisfying customer experience.

Future

xseed and CA Seguros are very engaged in future projects, analysing new solutions and features to further improve CA Seguros Contact Center operations and both companies are actively working on opportunities like Advanced Routing, Post-call Surveys, Multi-channel, Quality Management, Speech and Text Analytics, Video, Biometrics, Bots, Agent Assist, etc.