With the 1st lock down, forcing telephone advisors to stay at home, MACIF was no longer able to handle incoming calls. They had to find a fast, agile solution to handle phone calls by switching them over to a digital path to handle them differently. In view of the system's efficiency, the solution was retained and is still active.
"The solution is still active today, we implemented this path based on our voice response time, call rates and available resources."
Jérôme Farcet
Responsable Téléphonie et flux chaud
In just 48 hours, MACIF deployed the DialOnce Visual IVR, enabling telephone calls to be switched to a digital pathway (selfcare or contact form for asynchronous processing). Members were able to continue contacting MACIF despite the confinement constraints. As a result of member acceptance of the system, the service is offered to callers 24/7.
