Insurance: Acapela keeps giving the say to leading French insurance Group, MAAF.

MAAF is based on a network of over 600 local agencies and 7 "Atlas" call centers (with approx. 50 operators per center). The early choice, in 2003, to use text to speech was made to relieve call platforms and to automate part of the incoming calls to allow agents to spend more time on complex requests as well as to guarantee a service 24/7. Text to speech enables the creation of a real-ime voice bridge between written content from a database and the customer looking for an immediate answer. A portion of the incoming calls can be automated while significantly increasing end user satisfaction by the flexibility, the speed and the availability of the service deployed.

"The deployment of IVRs allows us to relieve call centers and free up time for the operators who can then concentrate on more complex issues and solve them faster, for the immediate benefit of our customers." says Erwan Joly, MAAF's Telecom project Manager.

The possibility to consult MAAF Vie account balances or the status of medical expense refunds for MAAF Santé have fully validated the use of text to speech at the heart of MAAF servers.

The deployment of Acapela now covers other MAAF insurance activities. Text to speech is used to automate requests for printing and dispatching car or home insurance certificates. Customers can also access full information on the nearest agency, opening hours, etc. This third level of vocalization, called "SVI Frontal Atlas" was validated during the first quarter of 2005. MAAF has selected NextiraOne to deploy its IVR, with Acapela high quality text to speech.