Axa Seguros Mexico Sees ROI in Just 3-6 Months with Calabrio

↑15-25%

Higher customer satisfaction

↑20-30%

Greater call centre 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.

CONTACT SALES TEAM

Ditching NICE drives growth in customer satisfaction and call centre productivity

Challenge

When AXA Seguros Mexico decided to grow its call centre operations, improve customer satisfaction and increase workforce engagement, leaders knew it was time to find a new and better workforce optimisation (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 realised 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 centre leaders realised 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 centre productivity increased by 20-30%.