Case Study: ICBC (Insurance Corporation of British Columbia) achieves a modern, flexible contact center and faster customer service with Genesys

ICBC Builds Cutting-edge Contact Center as Part of their Customer-Centric Strategy

ICBC, the Insurance Corporation of British Columbia and the province’s sole basic auto insurer, runs 26 contact centers handling claims, licensing and registrations and manages over 4 million calls a year. To support a customer-centric transformation and future growth, ICBC needed to replace an aging, highly customized PBX-based contact center, improve reporting visibility, and overcome location-based routing limits that reduced service efficiency.

Partnering with Aria Solutions, ICBC deployed a Genesys SIP platform with a web-based agent desktop, skills-based routing, and Genesys Interactive Insights/Info Mart analytics. The modernized system cut agent training from two weeks to two days, eliminated downtime during rollout, enabled province-wide routing to the best-skilled agents, delivered real-time and historical reporting for predictive planning, shortened wait and call times, and increased customer satisfaction while creating a scalable foundation for future channels.

ICBC

Jinger Jutla

Senior Manager, Enterprise Solutions, ICBC