Providing thousands of Australians with insurance across multiple established brands, including NRMA Insurance, Insurance Australia Group (IAG) is the largest general insurance company across the Australia and New Zealand region. With over 3,000 agents working across its customer service and claims departments, IAG needed a holistic recording analytics solution that could offer deep levels of insight into the customer journey and behaviours, providing accurate data for future transformation and a strong measure of success. CXone’s transcription accuracy, ability to scale, and analytic capabilities were key factors in IAG’s decision to transition.

IAG only had access to an overview of caller needs prior to implementing NICE CXone, and was often unable to determine the root cause of calls. IAG can now overlay voice analytics through the recording and analytics system to understand key call drivers, moving away from assumption-driven behaviours to actual insight and observation. Additionally, the solution lets IAG produce quantifiable metrics to measure success and drive change.

IAG is continuing its digital transformation journey with NICE CXone as the contact centre landscape continues to evolve. IAG’s roadmap includes growing its analytic capabilities to further reduce assumption and drive continued innovation.

Tinnille Whiley, Principal – Optimisation, IAG joined Anthony Brown, Director of Solution Consulting, NICE for a roundtable discussion to explore how CXone empowers IAG to better support its customers and its roadmap to transformation.

In this session, we discussed how:

• A robust recording software provides granular insights into consumer needs and delivers a targeted approach to digital transformation
• NICE CXone provides a solid foundation for IAG’s continued evolution.
• A holistic analytics solution drives change and transformation by providing data-driven metrics and insights.
• Embedded analytics improve coaching by turning unstructured data into structured performance data for agents.