CHICAGO, Nov. 7, 2024
/PRNewswire/ -- Storm Reply, an AWS Premier Consulting Partner and
member of the Reply network, has successfully implemented Amazon
Connect for COVU, a leader in AI-native services for insurance
agencies. This integration empowers COVU to enhance its customer
experience, scale operations with a growing number of AI solutions,
and drive business growth with a robust and flexible contact center
platform.
COVU's contact center, the core of its operations, manages
customer calls, text messages, web inquiries, and emails for
numerous client agencies. As the company grew, COVU sought to
replace its legacy system, which had limitations in visibility and
call management. To further elevate its telephony capabilities,
gain deeper insights into essential metrics like average wait times
and abandonment rates, and build a foundation for rapidly
developing new AI solutions, COVU partnered with Storm Reply to
implement Amazon Connect, a cloud-based contact center system.
Storm Reply implemented several AI-driven features, including
real-time call transcription, automated redaction of personally
identifiable information (PII), and AI-powered call summaries.
Additionally, sentiment analysis was integrated to help agents and
supervisors proactively manage customer satisfaction.
Since implementing Amazon Connect, COVU has boosted efficiency
and scalability, using AI-driven insights to handle more
interactions without raising costs. Enhanced call routing and
real-time insights have cut call abandonment rates by 20% and
helped meet service level agreements, setting the stage for
scalable growth. The integration of AWS telephony and SMS
technology has further positioned COVU to quickly expand its AI
capabilities, including the development of an AI voice agent that
answers calls when human agents are busy, and creates tickets for
operations staff, enhancing service efficiency. As a result, agent
satisfaction has increased by over 250%.
Amin Zarshenas, Cofounder and
Chief Product Officer at COVU shared, "With Amazon Connect's
ability to seamlessly integrate with other AI services, we are
poised to quickly launch new AI applications, drive operational
efficiencies to foster business growth, and ensure success for our
clients. This shift allows my leadership team and me to move beyond
operational challenges and focus on strategic initiatives that fuel
our company's growth."
Don Mishory, Managing Partner at
Storm Reply, added, "By implementing Amazon Connect, we've
empowered COVU to achieve remarkable efficiency and scalability.
With AI-driven insights and advanced call routing, COVU has
enhanced customer interactions while keeping operational costs
steady. The integration of AWS technology has also paved the way
for innovative solutions like an AI voice agent, significantly
improving service efficiency and agent experience."
Learn more about how COVU enhanced its customer experience
here.
Reply
Reply [EXM, STAR: REY] specializes in the design and
implementation of solutions based on new communication channels and
digital media. As a network of highly specialized companies, Reply
defines and develops business models enabled by the new models of
AI, big data, cloud computing, digital media and the internet of
things. Reply delivers consulting, system integration and digital
services to organizations across the telecom and media; industry
and services; banking and insurance; and public sectors.
www.reply.com
Storm Reply
Storm Reply is a global leader in cloud-based solutions and
services, specializing in the design and implementation of
innovative Cloud infrastructures. As an AWS Premier Consulting
Partner, Storm Reply supports businesses in implementing cloud
systems, including Infrastructure as a Service (IaaS), Software as
a Service (SaaS), and Platform as a Service (PaaS). Storm Reply
helps enterprises leverage the cloud to drive business
transformation and growth.
COVU
COVU is a tech-enabled partner for independent insurance
agencies, offering an AI-powered platform that combines advanced
technology with licensed support staff, market access, and expert
advice. COVU's all-in-one solution helps insurance agencies focus
on strategic growth, improve customer service, and future-proof
their operations.
Press contact:
Reply
Fabio
Zappelli
f.zappelli@reply.com
Tel. +390117711594
Anusha Shankar
a.shankar@reply.com
Tel. +1 3129980306
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