CIGNA Case Study

"Sestek’s Speech Analytics analyzed 100% of all customer‑agent calls and helped us identify areas of improvement for our agents. With the help of actionable insights, we achieved significant improvements in their performances."

CIGNA TR

The Challenge

Trying to monitor, analyze, and score all customer interactions is not an easy task because of the vast amount of interaction data. Cigna could only evaluate 5% of all interactions manually. They were missing a major part of the information and trying to build a training strategy with limited insight.

The Solution

Using Sestek’s Speech Analytics, Cigna monitored and evaluated 100% of customer-agent interactions at its contact center. Using root cause analysis feature, they were able to pinpoint granular differences between top-performing agents and the rest. Establishing customized training sessions according to the insights provided enabled the call center to improve telesales operations significantly.

Company name

CIGNA

Company size

Enterprise

Pain point

Limited interaction analysis

Sestek product used

Analytics

About company

Cigna TR is a pension and life insurance company, which was formed in partnership with QNB Finansbank and the world’s largest insurance company, Cigna Global in 2012. Currently, the company focuses on health, life and pension insurance verticals.

Summarize with AI

More success stories from SESTEK

TUR Assist Elevated Quality Management with Analytics

A leading provider of Assistance services in the Insurance, Automotive, and Banking sectors, TUR Assist, enhanced performance evaluation and customer experience with SESTEK’s Automated Quality Management.

Arçelik Hits 70% autonomous call resolution with SESTEK Agentic AI

A global leader in home appliances and consumer electronics, Arçelik, manages high volumes of customer service calls across multiple markets every day. With SESTEK's Agentic AI, Arçelik built a scalable model that automates routine calls while keeping the human touch that defines its service.

How Hepsiburada Increased QM Efficiency at Call Center

As a leading e-commerce company in Turkey, Hepsiburada brings together more than 200 million product varieties in over 30 categories. Hepsiburada implemented SESTEK’s Automated Quality Management to improve agent performance for a customer-centric approach at the call center.

Immigration Office Empowers Multilingual Call Center With AI

Using AI-powered conversational technologies by SESTEK, the Directorate of Immigration Management improved caller experience by presenting speech-enabled IVR navigation in 7 different languages.

Leading E-retailer Maximized Call Center Performance with Speech Analytics

Teknosa leads the technology retail sector in Türkiye with a diverse range of products, from electronics to home appliances, delivering innovative, customer-focused services. Teknosa enhanced its call center performance by using speech analytics and automated quality management (AQM) solutions.

ING Turkey Automates Collection Calls with Conversational AI

ING Turkey is the 1st bank to use Conversational AI in collection call process in Turkey. Using Conversational IVR technology, ING Turkey digitizes the customer experience and benefits from automation to reduce agent workload.

TEB Increased Call Completion Rates By Conversational IVR

Formerly, a BNP Paribas Joint Venture, Turkish Economy Bank (TEB) is one of Turkey’s oldest financial institutions. TEB needed to increase the efficiency of its customer interaction center with more than 500 agents. They were looking for automation solutions to help agents with the high volume of incoming calls.

Garanti BBVA Securities Increased Service Quality with Conversational AI

Garanti BBVA Securities implemented a voice-enabled IVR system using Conversational AI technology in their customer service channel. The system has over 200 self-service menus that guide customers accurately and efficiently to the services they need without the assistance of live agents. This advanced technology handles more customer queries and provides an improved self-service experience that enhances customer satisfaction.