Staysure selects NiCE’s CXone Mpower to enhance digital customer experience
The UK-based travel insurer is investing in AI and omnichannel tools to enhance service efficiency, support agent training, and meet the growing digital expectations of today’s travellers
UK travel insurer Staysure has selected NiCE’s artificial intelligence (AI) driven CXone Mpower platform to support its digital transformation and deliver enhanced, multichannel customer experiences.
Chosen through a competitive tender process, the platform enables Staysure to integrate digital communication tools – including WhatsApp, SMS, and web chat – with traditional voice interactions, providing a seamless omnichannel service.
CXone Mpower’s Copilot and Expert features will give real-time, AI-driven assistance to customer service agents, helping them manage the complexities of travel insurance and varied customer needs. Staysure expects the platform will also streamline training and reduce onboarding times.
Alistair Hadfield, Staysure COO, said: “In today’s digital-first world, NiCE’s CXone Mpower platform provides the flexibility and scalability essential for fuelling our growth, while cultivating a culture of continuous improvement. Its advanced AI ensures we’re not just meeting today’s digital demands but are also prepared for the evolving needs of the travellers of tomorrow by providing true end-to-end automation.”
The insurer is also deploying NiCE’s tools for quality management and sentiment analysis to better understand customer feedback, service levels, and call trends.
Darren Rushworth, President of NiCE International, commented: “CXone Mpower positions Staysure to scale efficiently and seize emerging opportunities within the European travel insurance market. By adopting NiCE’s AI platform for its customer service operations, Staysure is not only meeting the evolving demands of travellers today but can set new standards for service excellence in the future, leveraging cutting-edge capabilities. We also extend our gratitude to our partners at SVL, whose collaboration and expertise supported Staysure in progressing through the ambitious process.”
Last year, ICG European Mid-Market announced a partnership with Staysure Group.
Chloe Fox
Chloe Fox is an Editorial Assistant for Voyageur Group, joining in 2024. She writes for ITIJ and AirMed&Rescue, covering a range of topics including international travel and health insurance, medical assistance provision, and air medical transportation. Chloe holds a BA (Hons) in English and an MA in English Literature from the University of Bristol.