Success Story

Seamless social media integration puts Segurauto at insurance forefront

Smooth and effortless inclusion of Facebook, Twitter and Skype with Atos Unify OpenScape Contact Center Social Media Solution is reinventing the way automobile insurance is sold in Spain thanks to Atos Unify’s Contact Center solution that seamlessly integrates social media into agents’ workflows. With the integration of Twitter, Facebook and Skype messaging into its contact center solution, Segurauto is successfully targeting tech-savvy customers who prefer to interact with companies online.

The Task

Segurauto needed a contact center solution to support sales and customer service through voice, email and web channels as well as social media. Since Segurauto’s online presence is a key differentiator, the social media integration had to be smooth, seamless and uncomplicated. Segurauto also opted to rule out automation as much as possible through any of its communication channels.

The Solution

  • Atos Unify OpenScape Contact Center for a reliable, scalable system that supports ongoing business growth
  • Atos Unify OpenScape Voice integrated with other Unified Communications applications
  • Atos Unify OpenScape Xpressions
  • Atos Unify OpenScape Contact Center Social Media Solution Kit to fully integrate social media into agents’ workflows.

The Benefits

Instead of being just an add-on to the contact center workflow, all contacts received via social networks are managed through the Atos Unify OpenScape interface, enabling immediate and personalized responses. The Atos Unify OpenScape Contact Center solution allows Segurauto to:

  • Introduce a new insurance sales model for Spanish brokers to match their growing online presence
  • Manage all customer contacts more comprehensively, from social media to telephone, with greater control
  • Use the same routing engine, reporting database, agent and management tools for social media contacts as voice, email, chat or web channels.
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