www.NICEinContact.com About No one wants to experience an emergency when they’re traveling. To promote peace of mind, an industry-leading travel insurance company specializes in pro- tecting travelers from financial losses and covering medical expenses abroad. The company’s busy contact center is their central communication hub: Over 80 agents service nearly 675,000 interactions annually. Agents are divided into two teams: client services which helps customers buy polices and claims which evalu- ates and pays out travel claims. The Challenge However, providing an exceptional customer experience was difficult because the company used disjointed, disparate systems for handling phone calls, emails and online chat interactions. “Our company was growing significantly,” says the senior vi

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