Case Study: Liberty Videocon General Insurance boosts first-call resolution by 94% and enhances customer experience with Genesys

Liberty Videocon General Insurance enhances customer experience with Genesys

Liberty Videocon General Insurance, a 2013 joint venture between Liberty Mutual and Videocon serving customers across 18 Indian cities, needed to improve customer experience while scaling operations. Facing tough competition, high operating costs and inconsistent service for infrequent but critical insurance interactions, the company sought a cost-effective, scalable way to boost agent performance and operational efficiency.

Liberty Videocon deployed the Genesys Customer Experience Platform—rolling out inbound and outbound voice first, then email, chat and social channels, and integrating Microsoft Dynamics—across two sites within 30 days. Centralized omnichannel routing simplified workflows, cut operating costs, improved agent efficiency and delivered a first-call resolution rate of 94%, enabling further expansion of their CX capabilities.

Liberty Videocon General Insurance

Ankur Ahuja

National Head Customer Experience