Ameyo Customer Success Story | Automated Customer Service | National Life & General Insurance Oman

Ameyo paved the way for us by automating solutions to our requirements. We have been able to monitor our execution of business process, consequently expanding our presence and attaining our business goals.

National-Life-&-General-Insurance-Company

National Life & General Insurance Company

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National-Life-&-General-Insurance-Company

Use Case

Customer Service

Region

Oman

Industry

Insurance

About National Life & General Insurance Company

National Life & General Insurance is one of the first and largest Omani life insurance companies in the Sultanate of Oman. It has been providing financial security with a comprehensive range of life and general insurance products. NLG has a Good (B++) financial strength rating from A.M Best Co., and an international quality rating of ISO 9001:2008 from British Standards Institute (BSI). Its ability to focus on local needs and deliver solutions appropriate to this need has today made NLG the Sultanate’s market leader in the life insurance industry.

Challenges

  • Manual handling of calls
  • Low call rate
  • Operational Inefficiency
  • Lack of a flexible and scalable solution for future expansion plans

Benefits

  • Call Process Automated
  • Creation and Customization of Call reports
  • Enhanced call quality
  • Recording and monitoring of all calls
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Ameyo's Solution

Ameyo helped NLG make their business more efficient and profitable by offering them unique features such as the advanced IVR, ACD, and Voice Logger. With Ameyo’s IVR, the segregation of calls became possible wherein customers were connected to the respective departments depending upon their needs. The Voice Logger feature maintained voice logs on interactions executed between customers and agents. The solution also enabled reporting through which NLG was now able to analyze and examine calls.