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Insurance sector 

Client-focused study case to encourage First Contact Resolution

Smart Contact form 

Follow-up with a disaster

Guidance from a digital platform to the best solution

Anne navigates on the contact page of the website from her laptop and find the phone number dedicated to disaster insurance 

Visual IVR

Towing

Switch from call to digital platform

Anne calls her insurance to request their towing service

Digicall

Subscription 

Transfer the digital data collected to an advisor on the phone 

Anne starts an insurance cost estimation from the website and would like to reach customer service on the phone 

My Hub

Report a disaster

Switch an incoming call from an advisor to a contextualised digital interface 

Anne calls her advisor to report a disaster but he doesn't pick up 

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