118 CASE STUDY: FOYER GLOBAL HEALTH Telecommunications company Post Luxembourg chose Anywhere365 Dialogue Cloud and Dialogue Studio to empower international health insurance provider to optimise its contact centre operations and deliver multilingual customer services Global collaboration “ The Anywhere365 solution will deliver multiple business benefits, boost employee productivity, and significantly enhance the customer experience” SAMANTHA KEROULIS, FOYER GLOBAL HEALTH Headquartered in Luxembourg, Foyer Global Health provides international health insurance products and services for expatriates and their families, digital nomads and others in more than 180 countries worldwide. The firm, which is part of Luxembourg’s largest insurer Foyer Group, also offers health solutions for corporates, multinationals and organisations of all sizes with an international workforce. The services are delivered in collaboration with its network of partners and brokers. To empower its employees to interact with all customers in their preferred language and cater to their specific needs wherever they are in the world, Foyer Global Health developed a cloudfirst Digital Workplace built on technologies from Microsoft and other vendors. Post Luxembourg provided the system integrations services for the project. When it decided to enhance the Digital Workplace with an omnichannel cloud-based contact centre solution, Foyer Global Health once again sought the help of Post, which also manages the unified communications infrastructure for the wider Foyer Group. Post recommended the Anywhere365 Dialogue Cloud, a cloud-based contact centre solution that natively integrates with Microsoft Teams and other back-office IT systems so businesses can interact with customers from any device, channel, location or time zone. The Anywhere365 solution uses artificial intelligence, machine learning and the Microsoft Azure cloud to eliminate unnecessary dialogues by automatically routing customer enquiries from multiple channels to the most relevant person in the organisation via Teams. The employee can see contextual and historical customer data, which helps them to personalise the conversation and offer first contact resolution. Other features and functionalities, such as call recording and real-time translation, enable employees to work more productively and efficiently too. After evaluating multiple platforms, Foyer Global Health chose to move ahead with Post Luxembourg’s suggestion. “We are fully digital and based in the cloud, and all our communications with customers, brokers and partners are online,” says Michel Etienne, chief technology officer at Foyer Global Health. “We rely on the best cloud providers like Microsoft, and Post is a Professionals of the Financial Sector provider, which is very important for an insurance company because we want to guarantee maximum confidentiality and security for our customers. We wanted a communication centre in line with our cloud strategy, and Anywhere365 is a partner of both Microsoft and Post.” Samantha Keroulis, product owner for the new Digital Workplace at Foyer Global Health, was particularly impressed by the Anywhere365 solution’s multilingual services, integration with the existing IT infrastructure, and simplicity. “First, we are an international health insurance provider, so we have clients all over the world and we need to interact with them in their preferred language,” she says. “Secondly, we could fully integrate it with our new Digital Workplace, which runs on Office 365 and Teams. Finally, it’s much easier to have all of our workflows in one unified system.
RkJQdWJsaXNoZXIy NzQ1NTk=