Banking & Insurance

How did CNP Assurances optimize call routing and enhance self-service through a visual IVR?

Challenge

Simplify the telephone welcome experience and better guide policyholders

In a customer-relationship model largely structured around distribution partners, CNP Assurances must handle a wide range of inquiries, often related to policies subscribed through La Banque Postale, Caisse d’Épargne, or Amétis. Policyholders do not always have the right entry point and frequently contact the main switchboard, resulting in complex journeys, multiple transfers, and unnecessary processing costs.

This situation is also driven by the diversity of cases to manage in the insurance sector. Qualification through a traditional IVR becomes difficult to maintain, with a high volume of calls routed to the wrong department or requiring human intervention to be requalified.

CNP Assurances’ needs:

Improve caller routing from the very first contact
Redirect low value-added calls to the main switchboard
Promote existing digital solutions and self-service journeys
Simplify access to the right services based on the policy and partner
Create a smoother experience between the website and the phone channel

Better structure contact journeys

CNP Assurances’ customer relationship relies on multiple entry points, reflecting the diversity of its policies and partners. Policyholders may search for a specific number, call the main switchboard, or visit the website, with a high risk of confusion from the very first steps of the journey.

This complexity is also visible in the existing systems. The website’s Contact page, which is difficult to access, lists numerous phone numbers to browse without guidance or digital alternatives. On the phone side, qualification through the IVR remains long and complex, often leading to transfers to the main switchboard.

The challenge for CNP Assurances is therefore to better guide policyholders from the outset by simplifying need identification and offering more direct, simpler, and more autonomous resolution paths.

To achieve this

Visual IVR

CNP Assurances deployed DialOnce’s visual IVR to streamline contact routing and promote existing digital solutions across both web and phone channels.

On the website, a “Contact us” button was added to every page. When users click this button or a phone number, the visual IVR opens as a widget and guides them through the qualification of their request. Phone numbers become clickable on mobile, while on desktop and tablet they lead to guided journeys that quickly identify the right service or provide access to self-service options.

This approach naturally extends to the phone channel. The visual IVR is integrated into the main switchboard to overcome the limits of voice-based qualification, which is often long and complex in insurance. CNP Assurances implemented Dial-to-Hub and SMS-to-Hub mechanisms: when a caller dials the switchboard number, they can be redirected to a visual interface on their phone or receive an SMS with a link to a digital interface, giving them access to self-service journeys.

Together, these elements create continuity between the website and the phone channel, extend the voice experience into digital, reduce unnecessary transfers, and route each request to the most relevant solution.

To watch CNP Assurances’ presentation video, click the link below.

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