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.
ERV has long used Avaya systems to provide telecommunications for itself and Euro-Centre assistance. However, after several years of use, the outdated systems needed to be upgraded, and maintenance costs were increasing. The ERC therefore had to make a decision whether to upgrade the solution, invest in upgrading and developing the existing system, or take a new route with a service from a proven provider.
Algotech is already a traditional service provider for Euro-Centres, so it was logical to cooperate with ERV on telephony solutions. As a solution, we offered the client a telecommunications tool in the form of a service based on the operation of the Avaya system from its own cloud. The decision-making process did not take long, as the company had a clear idea of our cooperation and wanted to continue using the Avaya system . The ready-to-use service model also enabled the rapid deployment of the new solution.
The priority of the solution was to guarantee the operation of the client centre. The smooth transition to the new telecommunication system was also helped by the possibility of simultaneous implementation of both solutions thanks to the service provision of the original system and the simultaneous provision of the new service. ERV thus had a service to test, for example, in connection with company processes.
The most time-consuming part of the project was the preparatory work to meet the technical conditions. Before the actual commissioning of the service, it was necessary to provide - also due to the specific environment of the customer - a new network solution with a dedicated data connection and new network equipment. Everything was built with the vision that we would develop the solution further, so that nothing would stand in the way of eventual growth.
ERV European is now using a new telecommunications solution for corporate communications with contact centre functionality. In addition, we have provided the insurance company with a complete cloud service combining AlgoUC and AlgoCC, which allows working from home and has the potential to be further developed according to the company's growth needs. We also provide ERC with monitoring and ServiceDesk services.
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.
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.