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Business Challenges Business Scenario SANITIZED CUSTOMER EXAMPLE

• Address new generation 1 Safe Co. 2 Selects types and
preferences preferred channels of
communication with Safe
• Manage contact center Co. Insurance
peak volumes and
respective customer Policyholder at
experience Safe-co.com

• Increase frequency of 3 System “Mr. Doe, your car insurance for Red 4a Client renews policy automatically,
touch with customer for F150 pick up and Green Honda Accord at low cost and avoiding a call to
marketing and Alerts of ends coverage in 5 days. Say “Pay” to
relationship building end of … Contact Center at peak time
coverage schedule a payment of $253.25 and
• Maintain the Agent extend the policy for 6 months, “More
informed of Safe Co. information” for detailed options, or 4e Agent Receives call with
Insurance contact “Call my Agent” to speak with your
activity with customer agent Bill Smith” (if presence status Customer information and

Business Impact of agent is “available”)

• Lower cost of operation context on phone screen or via

• Customer satisfaction Customer Automatically Notified about Updates by Channel of Choice IM
increases

• Increased retention