Case Study: Dékuple Assurance improves customer responsiveness and productivity with Diabolocom

Dékuple Assurance improves customer responsiveness with Diabolocom across 200,000 interactions a year

Dékuple Assurance, a European insurance brokerage, faced the challenge of adapting its customer service to new digital and omnichannel behaviors while maintaining efficiency and strict regulatory compliance. Their traditional telephony setup struggled to manage multiple channels consistently, provided limited customer visibility, and reduced operational agility. To modernize its contact center, Dékuple Assurance selected the omnichannel platform from vendor Diabolocom.

The solution implemented by Diabolocom provided a single interface to unify voice and digital channels, giving advisors a 360° view of customer history. This improved responsiveness and advisor productivity. The partnership, which included Diabolocom acting as both the CCaaS provider and telecom operator, ensured premium voice quality, service continuity, and built-in compliance features like stereo call recording. As a result, Dékuple Assurance successfully handles 200,000 customer interactions per year with improved satisfaction and has established a foundation for future AI-driven enhancements.

Dékuple Assurance