Case Study: Ingosstrakh achieves integrated multichannel contact center and 5–7s call connection with Genesys

Ingosstrakh Updates its Contact Center with the Genesys Customer Experience Platform

Ingosstrakh, part of the INGO International Insurance Group and a leading Russian insurer with 83 branches in 220 cities, needed to modernize its contact center because voice calls and growing multimedia channels were handled separately. The Genesys Agent Desktop was not integrated with the company CRM, forcing agents to work in two systems and limiting their ability to serve customers efficiently.

By deploying the Genesys Customer Experience Platform and integrating Agent Desktop with the internal CRM, Ingosstrakh unified voice, chat, email and callback handling, added IVR, reporting & analytics, and call recording/quality monitoring. Contacts are now routed by skill with customer history pop-ups, callbacks and prioritized VIP/claims handling — delivering faster connections (5–7 seconds for urgent calls), improved handling times and stronger KPI-driven performance.

Ingosstrakh

Olga Sukhova

Head, Contact Center