Case Study: Ceska Pojistovna achieves faster, personalized contact-center service and increased sales with IBM Hybrid Cloud

Shaping exceptional customer experiences to stand out in a crowded insurance market

Ceska Pojistovna, the largest insurer in the Czech Republic, faced a major customer‑service challenge: its contact center handled millions of interactions (over 3.6 million calls plus ~600,000 other contacts in 2016 and roughly 1,000 hours of calls per day), but manual review meant the company could only analyze about 2% of those interactions. To gain a complete, faster view of customer needs and operator performance, Ceska Pojistovna worked with IBM (and partner DATERA) using IBM Hybrid Cloud technologies and IBM Watson Explorer–powered analytics.

Working with IBM and DATERA, Ceska Pojistovna deployed the EMMA platform to transcribe and analyze nearly 100% of multichannel interactions in near real time. The IBM solution improved first‑call resolution, sped campaign feedback (reducing analysis time from about a week to roughly a third), and enabled targeted cross‑sell/up‑sell—all boosting customer satisfaction, retention and sales effectiveness while differentiating Ceska Pojistovna in a crowded market.

Ceska Pojistovna

Miroslav Sovjak

Head of Contact Center