Case Study: National Life & General Insurance Company achieves automated contact centre efficiency and faster call handling with Ameyo

National Life & General Insurance Company- Customer Case Study

National Life & General Insurance Company, a leading Omani insurer, faced manual contact-center processes, low call rates and operational inefficiency from an aging Nortel PBX and needed a scalable, automated solution. They engaged Ameyo’s CIM solution (AMEYO) to add call-center functionality such as IVR, ACD and voice logging.

Ameyo deployed advanced IVR, ACD and Voice Logger features and enabled reporting and call analysis; this reduced average call time, increased the call rate, and allowed tracking of attended versus dropped calls. The Ameyo solution also recorded interactions for quality monitoring and generated reports that improved service quality and operational efficiency, delivering measurable improvements in responsiveness and control.

National Life & General Insurance Company

Srinivasan

Manager, Medical Claims Department