Aon

Since 2011, Aon, formerly Meeus, has embraced the solutions of Genesys/Interactive Intelligence. What began with PureConnect (CIC) grew over the years into an extensive suite of functionalities. The dynamic world of Aon consistently brought new demands in the areas of contact handling, reporting, and management, which were consistently handled with the PureConnect solution from Genesys. In 2020, Aon joined Cloudoe to take the next step to the cloud by implementing Genesys Cloud. Given Cloudoe's extensive knowledge of both platforms, this step made sense for both parties. We are currently at the beginning of the migration from their current On-Premise solution to a new Genesys Cloud solution. All of this is happening in a rapidly changing environment within Aon. A fun challenge Cloudoe can handle well where we ensure a smooth transition during the process.

The current solution offers a wide range of functionalities, including the routing of telephony, (web)callback, and email, allowing customer contacts to be handled efficiently. Additionally, it integrates seamlessly with a custom CRM system, enabling accurate customer identification and contact registration. Complex workflows are used to ensure that customers always reach the right employee for the needed information. Moreover, the solution provides a connection with Business Intelligence, allowing for valuable insights and analyses. Finally, quality monitoring ensures that the highest standards are maintained in customer service, guaranteeing an optimal customer experience.

"In our channel strategy, we consciously consider the target audience of each business proposition. Mail and telephony are our main channels across the board, supplemented by a chatbot, live chat, WhatsApp, and webcare via Facebook Messenger and Twitter," says Olav Velthuis. "The customer profile determines the choice of channel; one contact channel simply suits a specific customer profile better than another."

After a period without active support, Aon chose Cloudoe as a partner. Velthuis: "We need a support partner with good knowledge who thinks along with us. A partner who not only executes our assignments but also works proactively and offers a fresh outside perspective to counteract our own corporate blind spots. Cloudoe fully meets those needs and is also a dedicated partner of Genesys. They thoroughly understand the solutions of market leader Genesys and can thus help us make the most of the platform's possibilities."

Olav Velthuis, Manager Quality, WFM & Process, Aon