Customer Case Study
Insurance
Integrating: Setera OneCloud + OrecX Call Recording + AWS S3 Bucket + maya Speech to Text + AI
Customer Overview
The Customer is a leading Italian insurance company supported by a network of over 500 agencies and more than 1,000 sub‑agencies. By integrating advanced voice analytics and document management capabilities, the company aims to empower its agents, boosting efficiency and facilitating a fully remote contract‑signing process.
Specifically, the company sought a centralised, cloud-based platform – accessible to all agencies – that would enable compliant, traceable telephone communications with both prospective and existing customers. This solution needed to integrate seamlessy with the parent company’s central systems and ensure full control and governance over every telephone number utilised.
Requirement 1:
Provide a VoIP Communications Service to Agencies
The Customer sought to enhance communication with its agencies by deploying a cutting-edge cloud-based VoIP PBX system
Setera's Solution:
Setera provided a centrally managed Setera One Cloud VoIP communication service, operating in AWS data centres. Agencies can make and receive calls using assigned number sin a controlled and compliant manner whilst maintaining supervision and ownership by the parent company.
VoIP calls with Setera OneCloud
- Local Number Provisioning: Assigning national geographic numbers to the customer for both outbound and inbound calls
- OneCloud Platform: A redundant and cloud-native infrastructure with encrypted media and signalling and end-to-end monitoring
- Billing and compliance: Automatic call-by-call cost calculation based on national termination rates, with detailed reports per line and per user
- Guaranteed SLA: Minimum 99.9% uptime, plus technical support for incident management and escalation
Never miss a call:
Advanced Inbound Call Management
Office on your Mobile:
Phone, Directory, Numbers, Queues, Call Recording, Teams
Integration:
Microsoft Exchange, Teams & CRMs
Multi-Site:
All in cloud, Global service, Free calls on-net
Quality of Service
End to end superior user experience
Requirement 2:
Compliant encrypted call recording
The Company required a GDPR compliant encrypted call recording
Setera's Solution:
Setera OneCloud applications delivered a seamless onboarding experience for both desktops and mobile devices:
- The desktop application, Setera OneConnect was distributed centrally via MSI package, deployed by the customer’s Service Desk.
- Users could effortlessy log in using Microsoft SSO, providing a unified login experience.
- The Setera OneCloud Mobile App was deployed centrally to corporate devices through Microsoft Intune. Activation was simple and user-friendly, using an SMS-based activation method.
Requirement 3:
Transcribing of calls using AI to draft contracts
The Company wished to improve their business practices regarding the accuracy and speed of
agencies writing customer contracts.
Setera's Solution:
Setera employed Maya to merge the OneCloud recordings with artificial intelligence. Maya analyses spoken voice, separates it, and transcribes audio files by storing the call text on your server or sending it to your mail.
The Setera OneCloud solution integrated with the insurance company’s central information systems provides a vertical AI module tailored for the insurance sector’s needs.
The platform enables:
Legally valid phone-based contracts:
thanks to integration with a GDPR-compliant voice recording system, phone contracts can be executed with full legal validity, improving speed and compliance.
Convesations are converted into PDFs:
includes full textual content and metadata, archived for legal and administrative use. In addition, conversations are subject to advance analysis using AI.
Automatic conversation summarisation:
an AI module generates intelligent call summaries, highlighting intents, outcomes, required actions, and relevant information.
Real-time sentiment analysis:
during conversations, the system analyses the client’s tone and emotional trend, providing real-time feedback to the operator to adapt communication and approach.
If you would like more information, please complete the enquiry form.
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