Atos Origin subsidiary Atos Worldline has been selected by France's Caisse Nationale d'Assurance Vieillesse des Travailleurs Salaries to implement and manage its call services to help improve the quality of its customer service.
Caisse Nationale d’Assurance Vieillesse des Travailleurs Salaries (CNAV TS) is the organization in charge of managing the pensions arm of France’s social security system (basic pension for employees in the trade, industry and service sectors). In total, the pensions arm represents over 16.5 million contributors and 11 million pensioners, and is supported by a network of 1,600 centers across France.
The solution implemented by Atos Worldline is based on the introduction of virtual technologies for regional call services, and interactive voice services supported by a voice XML platform with a mid-sourcing approach.
It meets the objectives defined by CNAV TS, which include being able to handle over seven million calls per year, providing consumers and companies with personalized information, and enabling the company to pool regional technical and human resources while respecting the autonomy and specific organization of each regional office.
We selected Atos Worldline for their in-depth understanding of our needs and our organizational processes, and for Atos Origin’s proven expertise in managing large-scale IT projects in the public sector, said Jean-Francois Causse, organizational director at CNAV TS. This unique solution hosted by Atos Worldline is tailored to all our regional offices and can integrate the specific features of each agency; and thus completely answered our needs.
The Atos Worldline solution includes call collection on special numbers for each regional office, integration with CNAV’s customer relations management application, and change support for agents in conjunction with Atos Consulting.