Staysure, a prominent UK travel insurance provider, has selected NiCE’s AI-driven CXone Mpower platform to transform its customer service operations, aiming to accelerate its strategic goal of becoming Europe’s largest travel insurer. This deployment underscores Staysure’s commitment to delivering seamless, personalized, and reliable digital travel insurance experiences.
Staysure chose CXone Mpower following a competitive tender process, citing the platform’s capacity to expedite digital transformation and provide a modern, AI-powered customer experience. The system enables Staysure to integrate digital channels such as WhatsApp, SMS, and chat alongside voice, creating a fluid omnichannel experience that bridges online and offline interactions while enhancing digital engagement.
Key to the implementation are CXone Mpower’s Copilot and Expert capabilities, which provide real-time, AI-driven support to Staysure’s customer service team. The platform centralizes the organization’s knowledge base through CXone Mpower Expert and delivers intelligent guidance at every interaction via CXone Mpower Copilot. This unified approach assists agents in navigating the complexities of travel insurance, including diverse policies, healthcare nuances, and individual customer needs. As a result, Staysure anticipates faster agent training, reduced onboarding times, and consistently higher-quality service through AI and automation.
Alistair Hadfield, COO of Staysure, commented on the adoption: “In today’s digital-first world, NiCE’s CXone Mpower platform provides the flexibility and scalability essential for fueling 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 travelers of tomorrow by providing true end-to-end automation.”
In addition to the core CX platform, Staysure is leveraging NiCE’s AI-powered automation for Quality Management and sentiment analysis. This allows for the automatic review of 100% of customer interactions, providing critical insights into customer sentiment, call drivers, and service performance. This data-driven strategy is designed to streamline both compliance procedures and complaint resolution.
Darren Rushworth, President of NiCE International, stated, “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 travelers 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.”
NiCE (NASDAQ: NICE) is a global provider of AI-powered platforms designed to automate engagements into proactive, intelligent actions. The company’s platforms are utilized across various industries in over 150 countries to connect people, systems, and workflows, aiming to enhance organizational performance and deliver measurable outcomes.
