In today’s digital world, businesses need to have a secured and accurate method of handling information from various payment channels in their ecosystem, including vendors, partners, and customers. However, diverse channels and formats prevent real-time data reporting resulting in an ineffectual customer experience.

Our client is a frontrunner in providing insurance solutions to industries of all sizes. The challenge was to have a single centralized solution that could converge multiple channels like voice and chats into a single command center application. However, they faced challenges in leveraging existing and new technologies for a seamless user journey across diversified channels and different modes of payment.

Virtusa, as a strategic partner, assisted the client in the end-to-end implementation of a single omnichannel platform with AWS connect by modernizing the Interactive Voice Response (IVR) platform using cutting-edge services like LEX as natural language chatbots.

The challenge

Some of the significant challenges faced by our client were -

Integration of their existing disparate systems and data to facilitate proactive, context-aware, consistent, and seamless user journeys across channels and platforms
Lack of customer journey-based approaches that focused on business KPIs to deliver the technology roadmap
Absence of Reporting and visualization to help in data analysis to drive real-time decisioning

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