Case Study: SOGAZ Insurance Group achieves 4x more calls handled and 50% shorter wait times with Genesys

Russian insurance group centralizes its contact center and sees service levels soar in tandem with huge rise in operational efficiency

SOGAZ Insurance Group, a major Russian insurer with over 800 sales offices, needed to centralize multiple customer interfaces into a single contact center while integrating existing business applications, automating workflows, enabling real-time reporting, and prioritizing incoming calls. The challenge was to improve service levels and scalability without replacing or oversizing its IT investments.

SOGAZ deployed the Genesys Customer Experience Platform with Digital Channels and Reporting & Analytics, tightly integrated with its Siebel CRM to present agents with the right customer data and automate outbound campaigns. The result: a fourfold increase in inbound calls handled with workforce growth of only threefold, waiting times cut in half, dropped calls reduced by two-thirds, average call duration of 2.5 minutes, and measurable gains in customer satisfaction.

SOGAZ Insurance Group

Georgy Chudayev

Integrated Contact Center Director