Xodus Chooses Amazon Connect Customer to Deliver Omnichannel Travel Insurance Support
Xodus chose Amazon Connect Customer to launch six channels for its travel insurance customers, with every call and chat analyzed for compliance.
The Challenge
Xodus was growing quickly and needed a contact centre that could grow with it. Agents had to be taking calls and connected to the CRM fast, without locking into a system that would limit new channels later. Travel insurance is regulated, so Xodus also needed a reliable way to monitor interactions for compliance.
Agents needed to be live and connected to the CRM quickly.
Manual audits cover only a small sample of calls, leaving gaps in quality and compliance.
Demand was growing, and new channels had to be added without re-platforming.
Our Approach
Delivered in two phases, so agents went live first and new channels followed without re-platforming.
Plan
- Requirements and channel plan
- Channel roadmap
-
Phased plan approved
Phase 1
- Voice, web chat and web calling
- WhatsApp messaging
-
Live January 2024
Phase 2
- Apple Messages for Business
- Bedrock chatbot and Zoho CRM
-
Live Q3 2024
Support
- Contact Lens evaluations
- Custom reporting dashboards
-
Ongoing improvements
The Solution
Xodus chose Amazon Connect Customer for an omnichannel contact centre. Serve7 built it, then added AI and CRM integration in a second phase.
- 1 Omnichannel from day one Inbound and outbound voice, web chat, web calling and WhatsApp went live in the first week of January 2024.
- 2 Every interaction analyzed Contact Lens provides speech and chat analytics, automated categorization and agent evaluations.
- 3 Generative AI chatbot A chatbot built on Amazon Bedrock handles routine questions.
- 4 CRM in context Zoho CRM integration shows agents customer records alongside each interaction.
Results
Xodus launched a live voice and digital operation in a matter of weeks, then added channels without re-platforming.
Client Perspective
"We can get you live tomorrow with this solution, and it still lays the foundation to get where you want to go in further iterations." Serve7's team not only understood what we were trying to deliver, but they could also map and build a solution that fit our vision.
About the Customer
Xodus Travel Services Inc. distributes travel insurance and processes claims for insurers, brokers and financial institutions. The team brings more than 40 years of industry experience and focuses on fast claims handling and technology integration for its partners.
AWS services used
- Amazon Connect (voice, chat, outbound)
- Amazon Connect Contact Lens
- Amazon Bedrock
- Amazon Lex
- AWS Lambda
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