Groupama & Mediatel Data Transforming Customer Experience with Smart Automation

When innovation meets clear goals, the results speak for themselves.

Together with Groupama, we’ve built a digital ecosystem that not only improves how customer interactions are managed, but also how customers feel, for both the customer and the team behind the scenes.

Background

Groupama, the leader of the insurance sector, sought to enhance the efficiency of its Contact Center operations while maintaining its well-known strong focus on customer satisfaction.

Together with Mediatel Data, they set out to streamline quality monitoring processes, reduce the risk of dissatisfaction, and introduce conversational AI into their IVR.

Implemented Solutions

We introduced automated quality monitoring and scoring for specific types of calls, allowing the QM team to scale evaluations significantly.

Digital Quality Monitoring Platform

Mediatel Data implemented a user-friendly platform that enables:

·       Task creation and assignment for agents

·       Trend monitoring for quality and performance

·       Customized QM assessments and scorecards

We introduced automated quality monitoring and scoring for specific types of calls, allowing the QM team to scale evaluations significantly.

Results

·       Increase in monthly evaluations

·       Quality scores improved with 2pp

·       Time savings allowed the team to focus on higher-impact tasks

·       Speech-to-text integration improved consistency and enhanced the end-user experience

‍Voice Bot Replacing Classic IVR

A new conversational voice assistant powered by AI was set, together with natural language processing.

Key capabilities

·       Real-time audio-to-text transcription

·       Call reason recognition

·       Smart routing

Impact

·       25% increase in correct call routing

·       Enhanced customer satisfaction due to reduced waiting and better support matching

‍Summary of Benefits

→ More evaluations, less manual work

→ Time-saving tools that boost team productivity

→ A conversational IVR that improves routing and customer flow

→ Real results: Quality scores up by 2%, smarter routing up by 25%

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Conclusion

This collaboration with Groupama demonstrates the power of pairing practical technology with a clear business goal. By focusing on automation, intelligent routing, and real-time monitoring, we’ve supported Groupama in delivering more responsive, efficient, and satisfying customer interactions.

Ready to Transform Your Contact Center?

If you're looking to improve quality monitoring, enhance customer experience, and introduce intelligent automation into your operations, let’s talk. We’re here to design solutions that align with your goals, just as we did with Groupama.