1Copyright © Prosodie Capgemini 2013. All Rights Reserved

Presentation Title | Date

Connecting Allianz customersbeyond the Call Center

1 Intro 2 Context 3 Challenge 4 Experiences 5 Prosodie

Connecting Allianz customers beyond the Call Center

Customers are right there, behind a digital screen

comparing your product. The

moment of truth is when they need

assistance. You can transform a visitor into a customer.

You need to engage that customer with the most relevant

person in you organization, be it a call center agent, or

an independent insurance broker.

You need to engage in real time. Not later today. Not in

10 mn. Now.

Going beyond geographical

constraints, the Allianz application powered by Odigo

will facilitate conversations

between 2 populations that never met before:

an Allianz web visitor and an

insurance broker.

AranxtaThe online customer

Aranxta is thinking of subscribing toan Allianz auto insurance product. Butyou don’t buy an insurance productlike you buy a book. You need to bereassured your are making the rightchoice. You need to talk.

Aranxta wants to get connected tothe right person at the right time.She hates to wait. She also hates to betransfered.She wants to talk. Now. Not tomorow.Not in 10 mn. Now.

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JoséThe insurance broker

José is an insurance broker. His job is to sell the right insurance product to his customers.

José doesn't work for Allianz, but he may sell Allianz products. That will depend on what the customer wants.

If the customer wants an Allianz product, he will sell him one. And if the customers wants a discount, he will make him one.

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SabrinaThe Call Center agent

Sabrina works for the Allianz call center.

Sabrina wants to make the caller happy. But when dealing with an online customers who wants to have a good price proposition, she is frustrated. She can’t make a discount.

So she has to make a transfer. And she has no guarantee the broker she will transfer the call too will be helpful.

Sabrina wants to be usefull.

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VincenteThe Allianz Executive

Vincente needs to sell Allianz Products. His has different distribution channels. The 7,200 brokers of Allianz is a major one.

Vincente has one challenge with the brokers. How can he motivate his independent brokers to sell more? How can he have a better understanding of their sales impact?

Vincente would like to test the brokers motivation by sending them qualified leads, and checking the ROI.

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7 200 brokersthat can sell Allianz products

OdigoReal-time connection

1 000 visitorsper day on Allianz.es

These people should meet!

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Aranxta wants to have a phone assistance. She enters information on the website on the product shewants, her name and contact details.

She can also choose the time zone she prefers.

Aranxta’sCustomer experience

www.allianz.es

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DownloadJosé downloads the

application.

José’sBroker experience

Initial loginHe identifies himself

the first time.

Ready for businessEvery morning he

connects to let Allianz know he is available for

business.

ConfigurationHe can update his

personal informations..

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José’sBroker experience

AlertJosé receives a push

notification mentioningan online Allianz

customer.

Customer invitationJosé is also informed

about Aranxta.

Reschedule a callJosé might not be

available, so he can schedule a meeting.

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Vincente will be able to access to theOdigo metrics to follow the ROI ofthe services.

He will be able to have a geographical supervision in real time of the generated leads. He will know for each broker:• The number of accepted calls,• The number or rescheduled calls• The number of unanswered calls

Based on these statistics, the servicewell be able to adapt its businessrouting rules to push customers toAllianz’s most reliable brokers.

Vincente’sSales Director experience

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A win win win win situationBenefits for all parties

AranxtaThe customer

Getting connected to

the right person right away.

JoséThe broker

New customers and optimized

time.

SabrinaThe call center agent

Concentrates on calls she can

handle.

VincenteThe Sales Executive

Increased salesMotivated

brokersControlled leads ROI per broker

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The Odigo experienceReal time conversations that make a difference

Odigo knows at any point in time who is the best person (based on available skills, geographical location or customer info) to manage a call. Not in 5 minutes. Now. 5 minutes can mean winning a deal. Or losing it.

Odigo is a cloud contact center solution. It seats above existing telco infrastructures. So Odigo can manage a conversation across the company’s organisation: call center, insurance branch, remote expert, insurance broker, internal helpdek.

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Check our Youtube channel

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My AdvisorAnother application that createsconversations that make a difference

Odigo helps customers from the Credit Agricolereach their bank through a mobile application, My Advisor.

With a simple touch the customer can call his personal advisor without knowing his phone number. He can also send him a message without knowing his email.

He can also program an appointment through a connected agenda.

The application was developed by Backelite, Prosodie’s mobile agency,

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Smart CallMaking your mobile app conversational

With Smart Call, your customer can reach your company in a new easy way.

In a few seconds he browses though the visual IVR in the app. Once he has made his choice from the menu, his waiting time is displayed. With a simple touch he can register himself in the queue, without actually calling. Then he is free to leave the application. And when his turn comes, he is notified by Odigo.

For the customer, it means no more time wasted, and waiting time is free of charge.

> Watch the video

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A complete range of IT and mobile services

Digital transformation

Large scale projects

Customer satisfaction

Back-office

Front-office

Payment transactions

Multi channel customer relations

Hosting

Web & mobile UX

New screens strategy

BackeliteProsodie’s mobile agency

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> Backelite’s website

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Backelite customers

www.prosodie.comwww.capgemini.com

About CapgeminiWith more than 120,000 people in 40 countries, Capgemini is oneof the world's foremost providers of consulting, technology andoutsourcing services. The Group reported 2011 global revenuesof EUR 9.7 billion.Together with its clients, Capgemini creates and deliversbusiness and technology solutions that fit their needs and drivethe results they want. A deeply multicultural organization,Capgemini has developed its own way of working, theCollaborative Business ExperienceTM, and draws on Rightshore ®,its worldwide delivery model.

The information contained in this presentation is proprietary.© 2013 Prosodie Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.