Generali Poised for Success
With a significant global presence, Generali is the largest Italian insurer and the third largest in Europe. They operate 118 insurance companies in 70 countries in every continent with over 70 million clients. Their major strength is life insurance. Their remote sales driven Contact Center has become a very important strategic component of the group.
Generali has implemented SalesForce in order to control, track and manage their prospects and clients in order to optimize and bring down their cost of sales. The SalesForce CRM platform allows the agents to follow all their opportunities with great detail and adaptive analytical reporting.
In parallel to their CRM initiatives Generali has implemented Vocalcom’s Hermes.Net to handle all their inbound and outbound call management. After considering a multitude of solutions the choice was made because of the following mutual factors; web based solutions, SaaS offering and the latest generation integrated Omni-channel solution.
The end result has given their teams a CRM solution and a Omni-Channel Contact Center solutions in an outsourced managed services and hosting environment, providing ease of deployment et integration all under a secure and confidential architecture connect to the insurer. Furthermore, the two solutions will be integrated as one entity for the users. Generali wants to integrate the Contact Center Telephony functions within the CRM environment. This integration will provide the end users with a single application to simplify their process and work flow. This complete integration has been assigned to Vocalcom. This integration will complete both products and provide the latest generation contact center solution. The architecture of both solutions allow for ease of integration, reducing cost and drastically shortening the implementation cycle.