CNP Assurances Partners with Dial-Once

Paris-based personal lines insurer CNP Assurances has signed a  3-year-partnership with Dial-Once to use its visual IVR (interactive voice response) solution to speed up its management of customer calls.

Established in 2015, Paris-based Dial-Once provides an Intelligent Contact Hub to unify customer journey through all communication channels. With Dial-Once, a voice call is transformed into a digital experience to (1) enable self-resolution, (2) call routing to other communication channels (e.g. chat), or (3) call transfer to a live agent with the most relevant skills to address the customer request.

The solution will be rolled out to all of CNP’s customers, insured parties and beneficiaries of its partner networks. This “interactive visual server” can be accessed via any device (desktop PC, tablet computer, smartphone) and all mobile operating systems (Android and iOS), 24 hours a day, 7 days a week.

Since last December, the system has been used by more than 80k customers who have managed – simply and autonomously – to find answers to their questions either on one of the interface’s pages or via a form (22% of them), by email, SMS, on the CNP Assurances website or via an adviser. Last, 23% of people using the Dial-One interface did so during “closed hours”.