Generali Country Italy enhances the customer experience with an AWS-based Contact Center
Generali Country Italia, in collaboration with Storm Reply, has redefined its Contact Center model by adopting an omnichannel platform based on Amazon Connect and enhanced by AI, with the aim of making interactions more effective and providing an increasingly smooth and personalised customer experience.
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THE CHALLENGE
Design a modern and scalable Contact Center that optimises multichannel management and enhances interactions between customers and operators.
Towards a smarter, connected, and personalised customer experience
Generali Country Italia, among the leading insurance companies in Europe and a market leader in Italia with over 11 million customers, manages a high volume of interactions daily through multiple communication channels. In an increasingly digital and service personalisation-oriented context, the company sought a solution that would make customer service management more efficient, improving the quality of the experience offered and simplifying the operators' activities.
By unifying the various touchpoints within a single intelligent interface, the company has optimised the way it interacts with its customers, offering seamless and personalised experiences.
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THE SOLUTION
A new Contact Center based on the Amazon Connect service
In collaboration with Storm Reply, Generali Country Italia has implemented a next-generation Contact Center platform based on Amazon Connect, designed to provide a seamless and integrated omnichannel experience. The solution channels all communication methods — voice, chat, email, and SMS — into a single intelligent interface, enhancing operator capabilities and improving every interaction with the customer.
Among the main innovations are the automation of recurring requests through artificial intelligence, an integrated workspace for operators enriched with CRM functionalities and AI support, integrated resource management (Workforce Management), automation of outbound campaigns, and intelligent routing based on sentiment analysis.
HOW WE DID IT
Architectural excellence thanks to the foundation that spans all Contact Centers
To support the transformation process, Generali and Storm Reply have designed a modular, cloud-native architecture called Golden Product.
At the heart of the solution is a set of core functionalities, developed according to architectural best practices and key industry blueprints, ensuring scalability, security, and consistency across all contact centers. Thanks to Amazon Connect, it has been possible to natively integrate services such as Amazon Lex for voice recognition and intelligent chatbots, Amazon Lambda for serverless orchestration, and Amazon S3 for secure data and recording management, creating an agile and highly automated ecosystem.
This standardised base serves as a reusable framework, allowing for rapid implementation and effective alignment at an enterprise scale.
Starting from this foundation, each contact center can be customised with specific functionalities, based on local operational needs, thus ensuring maximum flexibility without compromising the integrity of the system.
The Golden Product represents a strategic leap forward, enabling Generali Country Italia to constantly innovate and provide high-level experiences to both Customers and operators across the entire network.
I benefit
Towards a more efficient and customer-centric service
The new Contact Center implemented by Storm Reply for Generali Country Italia has made the service more agile, improving processes and response times; the developed solution has been adopted for the implementation of 5 contact centers distributed in Italy and Poland, managing over 3 million inbound calls in a year, with an average of 700 active agents each month and more than 45,000 annual chat sessions.
Higher conversion rates
across all channels
Smoother and more personalised journey
Optimised performance and
reduced time-to-serve
Timely monitoring of indicators and faster response times
Operator experience
improved
More intuitive interface and streamlined processes.
It is the most well-known insurer in Italy with €32 billion in total premiums and a widespread network of 40,000 distributors, in addition to online and bancassurance channels and 14,000 employees. Generali Italia includes Alleanza Assicurazioni, Das, Genertel, Generali Welion, Generali Jeniot, Leone Alato, and the commercial brand Cattolica.
It specialises in the design and implementation of innovative cloud-based solutions and services. Thanks to its extensive experience in creating and managing cloud solutions such as Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS), Storm Reply supports large companies in Europe and around the world in implementing cloud-based systems and applications. Storm Reply is an AWS Premier Consulting Partner.