FWD Insurance elevates service innovation and won the best contact center award at TCCTA Contact Center Awards 2023

FWD Insurance elevates service innovation and clinches won the best contact center award at TCCTA Contact Center Awards 2023

FWD Life Insurance Plc. (“FWD Insurance), a trailblazer in innovation and service, has once again demonstrated its prowess by securing nine prestigious awards at the Thai Contact Center Trade Association (TCCTA) TCCTA as Contact Center Awards 2023. This latest achievement includes the being awarded the prestigious "Best Contact Center of the Year" title, which recognizesawarded for organizations with over 100 contact center employees, at an event organized by the Thai Contact Center Trade Association. With a focus on leveraging technology and innovation to deliver exceptional service, FWD Insurance has integrated platforms and enhanced customer convenience through the Omne by FWD mobile app. Additionally, the company introduced "Fi," an intelligent AI voice assistant, providing round-the-clock service without the need for waiting, catering to customers through various channels.

Mr. David Korunić, CEO of FWD Insurance, expressed, "We take immense pride in our Contact Center team, which has been awarded the Best Contact Center of the Year at the TCCTA Contact Center Awards 2023, organized by the Thai Contact Center Trade Association. This year, we have received a total of nine awards, marking another milestone in our service innovation journey. We have harnessed digital technology (Digital by design) to align our service offerings with the diverse requirements of our customers in various channels, following a customer-led approach."

In the organizational category, FWD Insurance has secured seven awards, including three Gold Awards. The company was recognized with the "Best Effective Technology Contact Center (Gold Award)" for its groundbreaking development of "Fi," an AI voice assistant, which has greatly enhanced service efficiency, providing round-the-clock customer support without wait times. The second Gold Award, "The Best Effective Software Contact Center," commended the comprehensive services offered through the Omne by FWD mobile app, empowering customers to independently handle various transactions around the clock, from document requests to policy management, loans, online claim submissions, and immediate refund processing. The third Gold Award, "The Best Workflow Contact Center," honored the company's advancements in the Unified CRM system, enabling seamless customer service across platforms and channels to better understand and meet customer needs efficiently. Furthermore, the company is gearing up to enhance the speed and automation of various tasks by introducing Robotics Process Automation (RPA).

Furthermore, FWD Insurance received two Silver Awards: The Best Social Media Contact Center (Silver Award), acknowledged for exceptional online social media services; and The Best Facilities Contact Center (Silver Award), recognized for their outstanding work environment and facilities. In addition, the company received a Bronze Award: The Best Human Care Contact Center (Bronze Award). For the individual category, FWD Insurance was also honored with two complementary awards: The Best Contact Center Agent of the Year and an outstanding award for The Best Contact Center Support Professional of the Year.

"We are dedicated to the continuous development of both our personnel and technology to provide outstanding customer experiences across all customer segments and to elevate our service to global standards. Our aspiration is to be the preferred brand in the hearts of our customers, leading the way in innovation and service excellence," Mr. David concluded.

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For more information, please contact FWD Insurance corporate communications:

Sasiya Prayoonhong

Email: Sasiya.p@fwd.com Tel. 081-645-1706

About FWD Insurance

FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster, and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.

For more information, please visit fwd.co.th or facebook.com/FWDThailand

Omne by FWD, a new mobile app designed to help people celebrate living through tools that foster micro-habits and achieve daily goals. The easy-to-use app provides a suite of activities and content – including music, mini-games, sketching, health, wellbeing, and a vast array of engaging features – that are personalised to an individual’s preferences and interests. The Omne app can be downloaded for free on both the Apple store and Google Play store.

Omne by FWD

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