Fidelity Life, has deployed a new PureCloud telephony solution that will ultimately help the company deliver an improved experience for its customers and independent financial adviser partners.

PureCloud is the final instalment of Fidelity Life’s infrastructure roadmap - and another milestone in the company’s bold five-year transformation which is underpinned by Project Watson, a $25 million investment in a new Microsoft Dynamics 365 platform, the company says.

Fidelity Life’s chief operating officer Kath Johnson says PureCloud should deliver some immediate benefits for both customers and advisers, including shorter wait times, fewer abandoned calls and ensuring the caller gets to the right place first time.

“The next phase of the project is really exciting and will see PureCloud integrated with our CRM, allowing us to have a single view of all our customers’ one-to-one interactions with us. Our teams will be able to see each customer’s previous phone, chat, email and written communications, as well as their policy details, all in one place, and in the future make it possible to anticipate the nature of their enquiry."

Fidelity Life has also enabled calling on its Microsoft Teams app. This means no more deskphones for the company’s 270 people when they’re in the office, and a seamless experience for customers and advisers - even when staff are working from home.

The final phase of Project Watson is on track for completion during the second half of 2021, she says.