Axa Seguros Mexico Sees ROI in Just 3-6 Months with Calabrio
↑15-25%
Higher customer satisfaction
↑20-30%
Greater call center productivity
3-6 months
Time to ROI
At a Glance
Company AXA Seguros Mexico
Industry Insurance
Location Mexico and U.S.
Products Used Calabrio Workforce Management & Quality Management
About AXA Seguros Mexico
As the number-one brand of insurance in the world, AXA Mexico Seguros is an attractive choice for customers and employees alike. Based in Mexico City with operations throughout Mexico and the United States, the company has been on a lightning-fast growth path, attracting top talent in both countries.
Ditching NICE drives growth in customer satisfaction and call center productivity
Challenge
When AXA Seguros Mexico decided to grow its call center operations, improve customer satisfaction and increase workforce engagement, leaders knew it was time to find a new and better workforce optimization (WFO) solution. Their existing solution—NICE—had failed to deliver the critical workforce management (WFM) and quality management capabilities they needed, leaving them extremely frustrated and dissatisfied. NICE simply couldn’t be trusted to deliver the important results AXA Seguros Mexico now needed.
Solution
After evaluating several vendors, AXA Seguros Mexico selected Calabrio ONE based upon the platform’s lower total cost of ownership, key features, ease-of-use, and superior support and services.
With Calabrio, AXA Seguros Mexico benefits from one, unified suite that delivers integrated WFM and quality management functions, among other things.
The operation impact we’ve realized with Calabrio is very important, as it allows us to have QM and WFM working together.”
Luis Coiro –
IT Professional
AXA Seguros Mexico
* Source: TechValidate. TVID: C62-A63-1B7
Result
After replacing NICE with Calabrio ONE, AXA Seguros Mexico call center leaders realized a return on investment in only 3-6 months, and quickly achieved several important goals. Customer satisfaction rates, for example, grew by 15-25%, and call center productivity increased by 20-30%.
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