iAtoday

iA Financial Group’s Contact Centre Program is a corporate program dedicated to the evolution of its Client Contact Centres (customer service). The purpose of this program is to standardize the practices across the organization’s Client Contact Centres, on the strength of new and advanced technological tools and the support of a Centre of Expertise in client contact.

Deployment of a new interaction management system at Group Insurance

The Genesys PureConnect interaction management system is scheduled to be deployed within the Group Insurance Contact Centres in the next few weeks. This system is a cornerstone that will drive the evolution of the Contact Centres, as it reshapes the way we interact with clients and provides greater efficiency in forwarding their calls at the right time, and to the right employees with the right skills.

Main benefits for your clients

• Adequacy between the client’s need and the responding employee’s skills (thanks to appropriate routing);
• Improved client experience thanks to simplification and optimization of the client journey;
• In the long term, a harmonized client experience regardless of the line of business they are calling. 
  
  

New telephone menu

Clients calling the Group Insurance Contact Centres will experience a new standard and simplified phone menu. The first level message — shared by the two group lines of business — can be heard since November 21, 2019, when the system was deployed within Group Savings and Retirement.

This deployment is a major step towards the materialization of iA Financial Group’s commitment to providing its employees with efficient working tools and offering its clients a fluid and simplified experience.

Note: Group Insurance clients will be notified of this deployment via My Client Space and the newsletter to plan administrators.