www.nice.com About Desjardins Insurance The Mouvement Desjardins, founded as a credit union in 1900, provides a wide variety of financial, investment, and insurance services throughout Canada. Desjardins Insurance (Desjardins) is the third largest property and casualty insurer group in the country, also providing retirement products. Desjardins, with headquarters in Lévis, Canada, employs 6,000 people. It has contact centers in Lévis, Québec City, Montreal, Mississauga, Ottawa, and Calgary, with an annual volume of 4.1 million customer interactions. The Challenge In 2018, Desjardins faced a problem with the tool it was using for agent performance evaluation forms and tracking. The solution had become unusable in the company’s current environment. While it may have been only a te

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