Admiral selects Genesys contact center solution

Admiral, the UK’s largest auto insurance company, has selected Genesys to support the needs of more than 6.5 million customers.
Genesys Cloud IndiaAdmiral is using the Genesys Cloud CX platform to replace a mix of siloed systems from several suppliers that weren’t optimally integrated. Genesys Cloud CX is being implemented to support Admiral’s more than 2,000 contact center employees because the platform provides the complete foundation to enable end-to-end orchestration across the customer journey.

The deployment of Genesys Cloud CX enables the auto insurer to access insights about its customers, such as their history, preferences and intent, providing added context to deliver differentiated experiences.

“The implementation of this advanced contact center solution will empower our customer service teams to provide personalized and timely support to our valued customers,” said Alan Patefield-Smith, chief information officer at Admiral.

“By combining our industry expertise with the robust solutions from Genesys, we’re confident in our ability to deliver outstanding service, build long-term customer relationships and drive sustainable success.”

Admiral plans to leverage Genesys Cloud CX for inbound and outbound customer engagement across voice and digital channels. It will use a variety of capabilities, including advanced reporting, analytics, workforce engagement management, recording and more.

Admiral expects that integrating Genesys Cloud CX with existing systems will enable the company to deliver a more customer-centric experience, further improving satisfaction and efficiency – and reducing costs.

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