Case Study: AIA New Zealand achieves faster, more satisfying customer service with Genesys

Modernizing CX insures a healthy future

AIA New Zealand, a life and health insurer, wanted to modernize its customer experience after legacy technology, disconnected systems, and limited real-time data were slowing agents down and limiting future AI and analytics innovation. The company needed a cloud-based, integrated CX platform to improve service for its 18,000+ monthly calls and give advisers a more seamless “single pane of glass” view.

Genesys, with Salesforce, implemented CX Cloud to replace AIA New Zealand’s on-premises telephony, workforce management, and call recording tools. The rollout streamlined operations and improved service performance, cutting average handle time by more than 20%, increasing customer satisfaction by 7%, and reducing telephony technology run costs by 10%, while also enabling real-time transcription, sentiment analysis, and faster, more effective agent support.

AIA New Zealand

Luke Longney

Chief Technology Officer