Cookie Settings

Request a demo

Get access to all the tools and information necessary for the customer's life cycle at Odigo by heading to our client portal

My Odigo
April 6, 2021

Malakoff Humanis provides customers with timely information through the right channel

Please accept marketing-cookies to watch this video.


Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. As a result of multiple mergers and acquisitions in the early 2000s, the company’s plans now cover over 10 million policyholders, i.e. one in four French professionals.

Key metrics


of inbound traffic now processed automatically.


of the automated incoming call flow successfully handled without agent intervention.

The challenge

The services offered by Malakoff Humanis require highly responsive and sensitive customer service and are subject to periodic regulatory changes that can generate large volumes of customer requests.

The solution

Odigo’s solution for Malakoff Humanis focuses on the phone channel and an offering of voice services with natural language processing (NLP) capabilities.

Nearly 14% of inbound calls are now processed automatically, 47% of which require no human intervention. This has resulted in significant time savings for agents who can now focus on more complex calls. 

Supporting the high number of customer requests without service interruption, following the regulatory changes implemented in early 2019, is a testament to the rapid scalability of the Odigo solution.

Odigo continues to work with Malakoff Humanis on automation to help them provide the best information to their customers at the right time, on the channel they prefer.

The benefits

High levels of service consistency

Guaranteed bug-free systems enable 24/7 availability to customers.

Reliable consulting

The Odigo teams provide a customer service benchmark and advice on how to improve Malakoff Humanis’ customer experience (CX).

Consistent support

A strong commitment from both parties enables the establishment of a long-term relationship based on trust.

Malakoff Humanis logo
Malakoff Humanis
Malakoff Humanis is a French mutual society that specializes in supplementary pension plans. The company's plans cover over 10 million policyholders,  i.e. one in four French professionals. Company website link
Scope and features

See more great brands improving customer experience with Odigo Industry: Digital tourism Market: Europe
Read more
KparK Industry: Retail Market: France Read more

See an Odigo cloud contact center solution in action

Show more
  • Excellent customer experience
  • Rewarding agent experience
  • Improved contact center efficiency
Request a demo

Looking for more insights? Check out these blogs

May 31, 20223 Using state-of-the-art agent supervision technologies to improve contact centre results

The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.

Show more
May 23, 20223 Celebrating contact centre culture: how to promote positive futures

It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.

Show more
November 23, 20213 The agent experience, empathy fatigue and reducing your contact centre’s turnover rate

There are hard and soft costs associated with contact centre turnover, the rates of which have been rising in recent years. Focusing on agent-centric issues, such as empathy fatigue, could help you stem the tide of agent attrition. Read on to find out how to ease burnout, turnover and further costs.

Show more