Who Owns the Outcome? Managing Insurance Contact Centre Projects End to End

A new contact centre for a broker or insurer touches a carrier, a cloud platform, payment compliance, policy systems, training and ongoing support. When each of those has a different owner, a fault six weeks after go-live starts with a debate about whose problem it is. The customer just hears a call that didn't work.

End-to-end ownership means one partner is accountable for design, voice connectivity, platform build, PCI DSS controls, migration and post-go-live service. For Irish brokers and insurers, that single owner removes the vendor handoffs where most contact centre projects slip.

TL;DR

• An insurance contact centre project has at least seven workstreams. Split across vendors, each has an owner and nobody owns the result.
• Compliance has to be designed in: PCI DSS on payment calls, and the Central Bank's revised Consumer Protection Code, in force since 24 March 2026.
• A written governance rhythm (workshops, a signed specification, weekly meetings, a runbook) is what keeps a 12-week timeline real.
• Ownership continues after go-live through monthly service reviews and quarterly business reviews.

What does end-to-end ownership mean for an insurance contact centre?

One partner is contractually and operationally responsible for every layer, from carrier lines to agent training. The test is simple: when something breaks after go-live, there's one number to call.

In insurance, the layers are unusually tangled. A single mid-term adjustment call depends on the voice carrier, the contact centre platform, routing, identity checks, the payment flow, call recording and the policy system. A fault in any one of them looks the same to the customer.

Where do insurance contact centre projects stall?

At the handoffs. Each vendor scopes its own piece, signs off its own deliverable and treats the interfaces as someone else's problem.

None of these failures is unusual. Each happens because the contract defines deliverables per vendor rather than an outcome for the customer.

How did Campion Insurance run its contact centre project?

Campion Insurance, one of Ireland's largest brokers, moved from a Cisco on-premise contact centre and ISDN lines to Genesys Cloud CX as a single-owner project. According to the Campion case study, DigitalWell designed the solution, managed the project and delivered the full deployment remotely, with a committed 12-week go-live.

The scope covered 300 contact centre agents and 73 back-office users across 13 offices: 14 inbound IVR call flows, 120 agent groups, skill-based and location-based routing, dual-channel recording, and single sign-on through Microsoft Azure. Voice moved from ISDN PRI circuits to DigitalWell Direct SIP, cutting monthly carrier costs by about €3,000.

The payment problem was solved inside the same project. DigitalWell built a desktop application that detects when an agent opens a payment screen and pauses call recording through the Genesys API, then resumes it afterwards. Card data never reaches the recording, and agents take no manual step.

"DigitalWell equipped us with a future-proof Genesys Cloud CX platform that was specifically designed to be 'acquisition-ready from day one,' providing the seamless scalability and flexibility we needed to rapidly integrate new broker businesses and confidently execute our ambitious, high-growth strategy." Ciarán Brosnan, CIO, Campion Insurance

Since 2022, Campion has acquired more than 15 broker businesses and grown to over 450 agents on the platform, with no hardware procurement or on-site engineering for each new team.

Which compliance requirements should the project owner carry?

Two sets of rules shape the build for Irish brokers and insurers. PCI DSS applies whenever card payments are taken over the phone, and keeping card data out of call recordings is the most common gap in legacy contact centres. The Central Bank of Ireland's revised Consumer Protection Code took effect on 24 March 2026 and includes requirements for firms using digital technology with consumers.

The project owner doesn't replace the firm's compliance function. Its job is to make the platform produce what compliance needs: recordings without card data, a record of every interaction, and reporting supervisors can use without a data request. UK brokers face the equivalent questions under FCA rules.

What should happen after go-live?

Ownership after go-live should look like a service, not a warranty period. At Campion, the managed service covers incident management, proactive edge monitoring, remote moves, adds and changes, monthly service reviews and quarterly business reviews.

The quarterly review is where outcome ownership gets concrete: the partner reports on queue performance, abandoned calls and recording compliance, and proposes changes. Campion went live voice-first, and the same Genesys environment already supports email, webchat, messaging and bots, so new channels are configuration work rather than a new project.

How should an insurer structure a contact centre project?

Fix the governance before work starts. This is the rhythm the Campion project used.

• Run requirements and design workshops. Operations, compliance and IT agree how calls should flow, and challenge legacy routing instead of copying it.
• Sign a Functional Requirements Specification. One document defines the IVR flows, agent groups, recording rules and integrations.
• Hold weekly project meetings. Every workstream reports against one plan, so a porting delay shows up against the platform timeline.
• Add twice-weekly project manager check-ins. Short calls catch slippage before the weekly meeting.
• Write a migration runbook. It covers number porting, call flow switch-over, rollback and who does what in the first hours.
• Train trainers and administrators. Supervisors learn to train agents; named administrators learn to make routine changes themselves.
• Hand over to managed service on day one. The team that built the platform runs incidents, monitoring and reviews.

Frequently Asked Questions

How long does an insurance contact centre migration take?

Campion Insurance went from signed order to go-live on Genesys Cloud CX in under 12 weeks across 13 offices. Smaller moves can be faster: KennCo moved to DigitalWell 360 in 6 weeks.

Does one partner mean being locked into one platform?

No. DigitalWell works with Genesys Cloud CX, Amazon Connect, Zoom Contact Center and its own DigitalWell 360, and recommends the one that fits the operation's size and growth plans.

Who is responsible for PCI DSS in a single-partner project?

The firm stays responsible for its compliance, but the partner designs the controls into the build. At Campion, the pause-and-resume application keeps card data out of every recording automatically.

Can number porting and go-live happen on the same day?

Yes, when one party controls both. The runbook sequences porting with the call flow switch-over, which is harder when the carrier and integrator work to separate plans.

Does this model work for acquisitive brokers?

It's built for them. With a standard cloud design, each acquired broker joins through user provisioning, not a hardware project. Campion has added more than 15 businesses this way since 2022.

Key Takeaways

• Multi-vendor contact centre projects fail at the handoffs between carrier, platform, compliance, integration and support.
• One accountable partner turns seven separate deliverables into one result the broker can hold someone to.
• PCI DSS and the revised Consumer Protection Code belong in the design, not in a post-go-live fix.
• A signed specification, a fixed meeting rhythm and a runbook kept Campion's 13-office move under 12 weeks.
• Managed service with quarterly reviews is where the platform stays aligned to the business after go-live.

Planning a contact centre move? Book an Insurance Operations Review with DigitalWell, or see how DigitalWell supports insurance brokers and providers and read the An Post Insurance story.