Optimizing business costs for ICICI Prudential Life with Dynamic Lead Scoring

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank Ltd, India’s largest private bank and Prudential Plc, a leading international financial services group headquartered in the UK. ICICI Prudential was among the first private sector life insurance companies to begin operations in December 2000 after receiving approval from Insurance Regulatory Development Authority of India (IRDAI).


ICICI Pru Life believes in a customer centric approach and was looking to solve 2 key business problems with Vizury Engage. Create a strong omnichannel experience for ICICI Pru Life’s customers and enhance user experience across all transactions beginning with their call center


Engage combined online clickstream behavior of ICICI Pru Life’s customers with their offline CRM data to create a marketing one-view. Creating ‘lead scores’ with the purpose of impacting call center efficiency, Engage now helps ICICI Pru Life use these scores to reach out to high intent users across multiple marketing channels including their call center.


With a clear ‘HOT and ‘COLD’ indication, ICICI Pru Life can now improve their call center efficiency for optimized costs. Here’s how it works: