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Automated ticket processing in customer service moves up a gear

Find out in the case study of the Lübeck-based insurance provider OCC:

  • how powerful contact center software enabled the company to handle almost 20,000 incoming tickets a month more efficiently and
  • automate the allocation process in the customer service department.

"We quickly noticed that novomind iAGENT had what it takes to significantly improve the efficiency and transparency of our customer service work."

Sergei Nazaryan OCC

Sergei Narzajan

Head of Quality Operations & VIP

Highlights at a glance

Since implementing novomind iAGENT, OCC has been able to process the 20,000 enquiries it receives each month more quickly and efficiently. 

The omnichannel contact center software automatically analyses and categorises incoming emails and forwards them directly to the relevant agent team. It also documents all customer contacts and information statuses in a central interface.

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