Insurance, banking
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In 2017, BNP Paribas E&RE wanted to optimize its contact paths. To do this, it needed to know and measure its customers' contact intentions. As inquiries from telephone and digital channels are often compartmentalized, the company wanted to gain a more complete view of its pathways
Goals:
The DialOnce omnichannel orchestration platform has been deployed across all contact points since 2017. It is accessible from the contact page of the website and digital media such as PDFs.
