From the first offer and introduction of the product to the launch of the solution, including the implementation of all customizations and migrations, 1 year has passed, the actual implementation took place in Q4 2018. Since then, AXA ASSISTANCE has been further developing the system, and there are currently hundreds of operators working with it.
AXA ASSISTANCE became our client more than 10 years ago, during its growth. Since its first entry into the Czech market in 1998, the company has developed to the position of a leader. In addition to travel insurance, its specialisation includes B2B services for corporate customers worldwide. It provides insurance with a reliable assistance service that clients can contact at any time. The company's corporate and customer communication support is provided by Algotech.
Since its first implementation, AXA ASSISTANCE has used a telecommunications system with a contact centre of dozens of agents. The technology is based on the Avaya system, which is regularly maintained and developed by the customer. An interesting moment was the transition to the new contact centre system. The increasing demands for providing quality customer support, the need to increase staff efficiency during the company's growth and the necessity to keep pace with market developments were reflected in regular innovations, especially in the amount of customer customisation of the standard Avaya product in the customer's specific environment. The amount of customizations, integration and call data handling requirements, along with the requirement to expand into an additional communication channel, led to the consideration of a change in the contact center operations system.
At that time, AXA ASSISTANCE provided contact centre services for approximately 150 B2B customers, for whom it was necessary to process calls individually according to the requirements of each company. The ability to handle incoming and outgoing communications for these customers was crucial. In addition to the basic voice channel, communication was also to be carried out via webchat and the social networks Facebook Messenger and WhatsApp. Integration was also required in some cases on the contacting customer's side (e.g. integration with Apple Wallet). Of course, there was a requirement for single sign-on (SSO) functionality for users and integration with the company's CRM. Less common was this requirement in a terminal access environment. We took these requirements as a challenge and with Algotech CC we were able to meet it.
From the first offer and introduction of the product to the launch of the solution, including the implementation of all customizations and migrations, 1 year has passed, the actual implementation took place in Q4 2018. Since then, the system has been further developed in AXA ASSISTANCE, currently hundreds of operators are working with it.
The company ČD - Informační Systémy, a.s. (ČDIS) was looking for a user support solution to replace the already inadequate system, which, among other things, was not able to address the specific requirements for handling their clients' problems.
Algotech CC is implemented in the Algotech data centre and the Vorwerk call centre uses its functionality as a cloud service. The implementation of the entire project from initial preparations to go-live of Algotech CC including integration took less than 3 months.
ERV European has been operating on the Czech market for 30 years and is the only specialized travel insurance company. It insures over 1.2 million customers annually and has been voted the best travel insurance company for 16 years in a row. It provides its services to individuals, companies and especially to travel agency clients. ERV belongs to the ERGO Group and Munich Re, one of the world's leading reinsurers. It operates its own assistance service with a Euro-Center network on all continents to deal with emergencies directly at the place of stay.