MAAF Assurances
• Contact center and CRM
• IVR, Auto-Attendant
MAAF Assurances Success Stories
- Insurance: Acapela keeps giving the say to leading French insurance Group, MAAF.
- MAAF Vie customers can manage their account by phone 24/7 via VoiceXML and text to speech.
- MAAF Vie customers can manage their account by phone 24/7 via VoiceXML and text to speech.
- MAAF Assurances Group reads its email using Acapela
Insurance: Acapela keeps giving the say to leading French insurance Group, MAAF.
MAAF is based on a network of over 600 local agencies and 7 "Atlas" call centers (with approx. 50 operators per center). The early choice, in 2003, to use text to speech was made to relieve call platforms and to automate part of the incoming calls to allow agents to spend more time on complex requests as well as to guarantee a service 24/7.
Text to speech enables the creation of a real-ime voice bridge between written content from a database and the customer looking for an immediate answer. A portion of the incoming calls can be automated while significantly increasing end user satisfaction by the flexibility, the speed and the availability of the service deployed.
"The deployment of IVRs allows us to relieve call centers and free up time for the operators who can then concentrate on more complex issues and solve them faster, for the immediate benefit of our customers." says Erwan Joly, MAAF's Telecom project Manager.
The possibility to consult MAAF Vie account balances or the status of medical expense refunds for MAAF Santé have fully validated the use of text to speech at the heart of MAAF servers.
The deployment of Acapela now covers other MAAF insurance activities. Text to speech is used to automate requests for printing and dispatching car or home insurance certificates. Customers can also access full information on the nearest agency, opening hours, etc. This third level of vocalization, called "SVI Frontal Atlas" was validated during the first quarter of 2005. MAAF has selected NextiraOne to deploy its IVR, with Acapela high quality text to speech.
MAAF Vie customers can manage their account by phone 24/7 via VoiceXML and text to speech.
"MAAF Vie", a division of MAAF Assurances, a leading French insurance group, relies on a solution combining the Idylic VoiceXML solution and Acapela Sayso™ text to speech to optimise the processing of customer calls and provide them with 24/7 hassle free access to their life insurance contract. It's the first time a Voice XML server has ever been used in France to handle such a "critical" customer service. The application developed by MAAF substitutes agents to allow its customers to access financial information on their life insurance contract. Acapela Sayso™ text to speech reads any dynamic information (figures, punctual messages) loudly, clearly and in real time, liberating the organisation from heavy studio recording constraints. MAAF Vie members will be able to access their portfolio 24/7.
This service is a new step for MAAF Assurances, which already equipped its call center in Bordeaux (South West France) with Idylic's VoiceXML Phonic Corporate gateway in '02. MAAF Assurances also integrated Acapela Sayso™ text to speech to its internal email reading platform.
"We were already convinced by Idylic's Phonic Corporate solution based on the VoiceXML language, of which we have been testing the efficiency and reliability for the past year. We have also successfully integrated Acapela Sayso™ to our internal email reading by phone solution. We were therefore fully confident when we committed ourselves to this new project with Idylic and Acapela Group" explains Jean-François Godet, MAAF Assurances IVR Project Manager.
The deployment of Acapela Sayso™ on such a "critical" application confirms the jump-off quality point reached by Acapela Group's technology and its ability to relay the human voice and contribute to the deployment of new services.
The solution took Nextira One, MAAF Assurances Group's main integrator, less than 3 months to deploy.
To access the MAAF Vie voice service, MAAF Vie customers can call +33 549 176 767.
MAAF Vie customers can manage their account by phone 24/7 via VoiceXML and text to speech.
"MAAF Vie", a division of MAAF Assurances, a leading French insurance group, relies on a solution combining the Idylic VoiceXML solution and Acapela High Quality text to speech to optimise the processing of customer calls and provide them with 24/7 hassle free access to their life insurance contract.
It's the first time a Voice XML server has ever been used in France to handle such a "critical" customer service. The application developed by MAAF substitutes agents to allow its customers to access financial information on their life insurance contract. Acapela High Quality text to speech reads any dynamic information (figures, punctual messages) loudly, clearly and in real time, liberating the organisation from heavy studio recording constraints. MAAF Vie members will be able to access their portfolio 24/7.
This service is a new step for MAAF Assurances, which already equipped its call center in Bordeaux (South West France) with Idylic's VoiceXML Phonic Corporate gateway in '02. MAAF Assurances also integrated Acapela High Quality text to speech to its internal email reading platform.
"We were already convinced by Idylic's Phonic Corporate solution based on the VoiceXML language, of which we have been testing the efficiency and reliability for the past year. We have also successfully integrated Acapela speech synthesis to our internal email reading by phone solution. We were therefore fully confident when we committed ourselves to this new project with Idylic and Acapela Group" explains Jean-François Godet, MAAF Assurances IVR Project Manager.
The deployment of Acapela High Quality text to speech on such a "critical" application confirms the jump-off quality point reached by Acapela Group's technology and its ability to relay the human voice and contribute to the deployment of new services.
The solution took Nextira One, MAAF Assurances Group's main integrator, less than 3 months to deploy.
To access the MAAF Vie voice service, MAAF Vie customers can call +33 549 176 767.
MAAF Assurances Group reads its email using Acapela
MAAF Assurances, a leading French insurance group, has chosen Acapela High Quality speech synthesis to read out their mail, loud and clear.
Whether they're on the move, late, absent, waiting for important information or unable to use a PC connection, MAAF Assurance's employees can check their mailbox from any telephone and share information in real time. The email is read out loud, and exceptions, abbreviations, names and numbers are processed for an optimal restitution of the information. By using the e-mail pre-processing module, the TTS extracts information about the sender, the mail's subject, date and message.
With over 6400 employees in 535 agencies serving more than 3 million clients, MAAF Assurances provides its staff with a new tool to improve time and information management. A simple access code allows the employees to access the system and check their mail, print messages out by fax, answer them by joining a voice memo, or erase them.
This internal service, developed with the Phonic Enterprise platform from Idylic, a software provider specialised in voice access to information, is part of the innovation and partnership policy created by MAAF Assurances to cover all professional or individual risks.
IVR, Auto-Attendant
Speech solutions allow companies to smoothly inform and guide the caller, providing real time personalised information, with natural voices and high intelligibility, for advanced and efficient phone services, available 24/7.
Contact center and CRM
Speech solutions allow to automatically handle part of the caller request. The information is vocalised directly, automatically by phone, with no waiting time while operators can concentrate on more complex tasks and offer advanced service to customers.
High end services can be vocally signed by a tailored-made voice persona: an exclusive voice which will act as as company spokesperson and contribute to build its audio brand.
