COVU enhances customer and employee experience with Amazon Connect
COVU, a leader in AI-native services for the insurance industry, is transforming how independent insurance agencies manage customer service and sales. With support from Storm Reply, COVU implemented Amazon Connect to enhance customer experience, scale operations, and foster growth.
#Artificial Intelligence
#Amazon Connect
#Customer Experience
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The challenge
As COVU expanded, its legacy platform's performance limitations hindered scalability and degraded customer experience.
scenario
The need for a robust contact center solution
COVU is a company specializing in innovative insurance technology solutions. Its contact center is the backbone of its operations, with agents handling customer calls, text messages, web inquiries, and emails for dozens of client agencies. Each agent requires instant access to the full history of customer interactions.
However, as COVU expanded, its legacy platform revealed performance issues, limiting scalability and negatively impacting customer experience. The need for a more robust, future-proof solution became critical to support continued growth.
The solution
Amazon Connect for an omnichannel customer experience
To address these challenges, COVU partnered with Storm Reply to implement Amazon Connect, transforming its contact center operations. Amazon Connect was integrated with existing systems such as their CRM, ensuring agents had real-time access to customer histories and case management.
Several Generative AI features were implemented, including real-time call transcription, personally identifiable information (PII) redaction in recordings, and automated call summaries. Additionally, sentiment analysis was integrated to help agents and supervisors respond proactively, improving customer interactions and preventing potential satisfaction issues.
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Thanks to Storm Reply’s support and with Amazon Connect’s ability to seamlessly integrate with other AI services, we are poised to drive operational efficiencies, foster business growth, and ensure success for our clients. This shift allows our team to move beyond operational challenges and focus on strategic initiatives that fuel our company’s growth.
Doss Anthonimuthu
Chief Architect at COVU
20% reduction in call abandonment
COVU now tracks key metrics, leading to a 20% drop in call abandonment, enhancing customer satisfaction.
Improved efficiency & scalability
Amazon Connect’s reliable performance and AI-driven insights have boosted COVU's efficiency, enabling more interactions without increasing costs.
250%+ agent satisfaction increase
Improved tools and technology have significantly enhanced agent satisfaction, boosting productivity and morale.
10% increase in customer satisfaction
With improved response times, enhanced agent support, and AI-driven insights from Amazon Connect, COVU saw a 10% rise in customer satisfaction.
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COVU is a tech-enabled partner for insurance agencies, offering a holistic ecosystem that includes state-of-the-art AI technology, licensed support staff, market access, and world-class experts. COVU’s all-in-one solution empowers insurance agencies to focus on strategic growth, enhance customer experience, and future-proof their business.
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Storm Reply specializes in the design and implementation of innovative Cloud-based solutions and services. Through consolidated expertise in the creation and management of Infrastructure as a Service (IaaS), Software as a Service (SaaS), and Platform as a Service (PaaS) Cloud solutions, Storm Reply supports important companies globally in the implementation of Cloud-based systems and applications. Storm Reply is AWS Premier Consulting Partner.