We are excited to announce that we will deploy a new contact experience leveraging Amazon Connect in our Individual Life and Health Operations and Individual Life and Cancer/Hospital Claims call centers the evening of Wednesday, November 28th. When customers or agents place a call to these call centers starting Thursday, November 29, 2018, they will hear the new Amazon Connect experience. The number they call in to will not change, only the experience will change. We encourage you to share this information with your customers.
Here’s How it Works:
The New Call Flow Experience document depicts the new call center experience for customers and agents. Starting Thursday, November 29th, callers will need to state the reason for their call to enable proper call routing. For example, if a customer states, “I’d like to change my address”, that caller will be asked if they have their policy number and then will be routed to the appropriate specialized queue.
A few key features about Amazon Connect:
- It utilizes the same technology as the Amazon Alexa platform.
- The Interactive Voice Response (IVR) technology utilized by Amazon Connect will listen to what the caller states when asked, “How can I help you today?”, analyze the caller’s response, and direct the call to the appropriate area.
- This improved call routing will ensure that our customers and agents are being directed to the area that can best help them immediately, while also minimizing the caller being transferred to multiple areas or individuals.
- It will allow Mutual of Omaha to learn more about customers and agents through every interaction.
Producer Assistance Line
With the enhancements available through Amazon Connect, the Producer Assistance Line (PAL) will be decommissioned. Please direct future inquiries that relate to premium information to 800-775-1000 or 800-775-6000.
Why are we making this change?
Mutual of Omaha has embarked on a customer-focused journey to support the company’s mission of helping our customers protect what they care about and achieve their financial goals. An important and exciting aspect to this journey has been working to create a more consistent, higher quality contact experience for our customers and agents.
In order to continually innovate and provide this level of quality service to our customers, Mutual of Omaha has partnered with Amazon Connect to deploy their cloud-based technology services in contact centers throughout the organization.
For more details on why we partnered with Amazon Connect, read our Manager’s Edge article, Hey, Alexa… How Do We Make a Good Experience Great?.
Questions or concerns regarding this communication or the Amazon Connect solution can be directed to 800-775-1000 or 800-775-6000.