IAGCustomer
Success Story

Opportunity

RegionWorldwideSolutions
Verint® Workforce
Engagement™

Verint Desktop andProcess Analytics™
Verint Text Analytics™
Verint Engagement
Orchestration™
Verint Chat and Email™
Verint Knowledge
Management Professional™
Verint Knowledge
Management Enterprise™

IAG has revamped its customer engagement efforts to support its plans to be a digital-firstbusiness. The company wanted to create world-class experiences for customers and employees
and transform the way it interacts with customers in an increasingly digitally-driven andinterconnected world.
With its workforce supporting 14 brands operating across five countries, IAG is Australia’s andNew Zealand’s largest general insurer. The company has various policy and claims platforms,
as well as multiple customer relationship management systems, making it difficult to createa cohesive and seamless customer experience irrespective of the customer’s specific brand,product, or channel of engagement.
The company is pioneering the now, next, and future state of insurance to keep pace with thephenomenal changes brought about by the digital age and industry disruption. At the forefrontof this initiative are the company’s efforts to provide inspired, personalised, and frictionlesscustomer experiences.
Historically, IAG handled sales, service, and claims processing predominantly through assistedchannels such telephone or face-to-face via multiple complex systems. Through digital, thegoal has been to flip this equation so that more business is handled via digital channels.
Alongside simplifying and reducing costs across its core technology platforms and processes,
the company aspires to leverage customer insights to deliver highly personalised and relevant
omnichannel experiences.

Solution

Industry
Insurance

Results• Increased customer

interactions via digitalchannels by over 40%,in turn reducing annual
call volume by 18% andlowering branch visits.

• Trimmed call handlingtimes by 20%.

• Shifted over 40% of

renewals to self-service.

Leveraging Verint® Workforce Engagement™ technology integrated with its systems of record,
IAG developed “ORBIT.” ORBIT is a consolidated customer engagement platform supportinga frictionless and connected experience across its brands, products, and customer touchpoints,
in turn helping to eliminate disjointed customer interactions and transfers.
The system provides a full view of the customer and their insurance relationships, with contextual
information to simplify customer interactions and streamline customer engagement processes.
Telephony integration supports call line identification and automatic screen pop and customer
identification. Web chat capability and email routing is also supported. Co-browsing allows
agents to assist customers online as needed, while infused knowledge management provides
relevant articles and FAQs to further help improve customer interactions.
Optimized agent allocation is achieved through skills-based routing. Agents no longer need totoggle between multiple screens and systems, as all is accomplished seamlessly in one portal.

“ORBIT, with all of the Verint technology under the covers, gives us a
powerful tool we have never had before, with enormous intelligence
about our customers, products, and interactions. It is crucial tohelping us execute on our simplification and digitalization journey.”– Nicole Shobrook, Executive Manager of Digital, IAG

Benefits
Digital once accounted for just 10 percent of all interactions
with IAG customers. Digital channels now account forroughly 50 percent of all customer interactions.
“This would not have been possible without the customer
engagement platform we have today,” says Nicole
Shobrook, executive manager of digital at IAG. “Poweredby Verint, the platform has enabled us to simplify andcontinue to digitize our business.”
IAG now supports more than 75,000 online self-service
visits weekly. By enabling customers to access informationand transact business online, IAG has seen a dramatic
impact to its annual phone and in-branch transaction
volumes. The company has achieved an 18 percent
call volume reduction. At the same time, the growthin online self-service has resulted in fewer customer
visits to its branches. Collectively, this has enabled theinsurer to increase efficiency in the call centers on shore
and off shore while making the teams more effective.

“Customers interact with us through our numerous brands
and many channels and distribution partners,” explainsShobrook. “When a customer comes to our business withcertain needs, we must be able to access the entire groupto service that need. ORBIT helps us service customer
needs via automated smart triage queues across ourpersonal insurance lines and our small business offering.”
With a full view of the customer relationship, IAG
can hold rich customer conversations via intelligent
messaging based on predictive analytics, which facilitates
improved agent interactions in the insurer’s contact
centers, branches, kiosks, and digital channels, Shobrookconcludes. “ORBIT, with all of the Verint technology
under the covers, gives us a powerful tool we never had
before, with enormous intelligence about our customers,products, and interactions. It is crucial to helping us
execute on our simplification and digitalization journey.”

Additional operational efficiencies have also helped trim
call handling times. Plus, IAG’s digital-first efforts continue
to deflect more and more call types to self-service. For
example, with intelligent automation and digitalization
supporting “smart renewals,” over 40 percent of renewals
are now handled via digital channels.

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