Seamlessly Integrated Contact Center Solution at Generali

Today, Generali employees are more mobile and can therefore optimally serve customers. For the implementation of a digital workplace, the Swiss insurance company, together with our partner MondayCoffee, implemented Skype for Business and extended it with Luware LUCS and Luware TeamManager for their customer service.

The Swiss subsidiary of the Italian insurance group Generali has around 1,800 employees and 63 agencies. With the goal of strengthening employee mobility and improving customer experience, our partner MondayCoffee was commissioned to realign their IT infrastructure.

Skype for Business at the workplace and in the contact center

For the mobile workplace, MondayCoffee introduced Skype for Business at Generali. Luware’s contact center solutions LUCS and TeamManager were seamlessly integrated into the collaboration and communication platform. This enables Generali employees to optimally serve customers on the most important channel – the telephone.

150 individual service lines

The reproduction of the 150 service lines with complex call flows and IVR integration was one of the main challenges. The service lines were rebuilt in LUCS on a parallel installation. After functional tests and a pilot phase at the main location, the parallel system was integrated into the live system.

Read the detailed Generali Success Story in German of our partner MondayCoffee.

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