Case Study: AXA achieves 5% higher sales with Afiniti

Afiniti delivers one in twenty of AXA Direct France's new insurance customers

AXA Direct France, part of global insurer AXA, wanted to improve the performance of its direct-to-consumer contact center while maintaining the high customer service standards that support its business. To help with inbound telesales and retention, AXA partnered with Afiniti and its behavioral pairing capabilities, using Genesys PBX integration across multiple sites.

Afiniti deployed its AI models first in retention and then in inbound telesales, optimizing call routing to maximize incremental value per call. The program delivered a 5% increase in sales, 5,000 additional annual customers, and a 4% reduction in churn, while expanding to service and cross-sell queues as the relationship grew.

AXA