Renaissance Life has transferred its contact center with the software of the American Infinity to the Russian platform

In early June 2025, the Renaissance Life insurance company completed the migration of the contact center and selling units from the American Infinity platform to the Russian Naumen Contact Center solution. The new system provides service for more than 50 thousand calls monthly on incoming and outgoing lines. This was reported by the press service of Renaissance Life.

According to the press service of the company, the transition made it possible to ensure the uninterrupted operation of the service contact center and selling units. The implementation was carried out by the integrator "Jet Infosystems," which implemented IVR menus, queue management rules and evaluation forms in the new platform.

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Фото: Freepik

Operators of the service contact center use a new solution to support existing customers of the insurance company and the non-state pension fund Renaissance Accumulation. Employees also advise leads and make outgoing welcome call calls for new customers.

Selling units use a platform for outgoing calls and receiving incoming calls for registration of insurance products and services. Employees of the service contact center serve more than 35 thousand calls every month, and specialists from the telemarketing department conduct about 14 thousand dialogues with customers.

The introduction of a single telephony platform allows you to conveniently route customer calls between sales and the service. For the efficient operation of the selling divisions Naumen , the Contact Center was integrated with CRM the -system. Additionally, a dispatching queue is connected to route incoming calls to lawyers, accounting, HR, administrative and economic department and other divisions.

Alexander Lipatov, Deputy Director of the Renaissance Life Client Service Department, noted that the previous contact center platform did not suit the company in terms of reliability. According to him, very often there were service failures and the incoming line stopped working. With the transition to Naumen, the company forgot about the problems with the operability of the lines.^[1]

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