Starting in the third quarter of 2024, changes to our Client Care Centre (CCC) will provide a better experience for plan members. We’re updating the CCC to Amazon Connect, a cloud-based Interactive Voice Response (IVR) phone system. New capabilities will help to make it easier, quicker, and more efficient for callers to get the assistance they need.

As part of the initial rollout, new features include:

  • New, plain language menu options to help your employees tell us why they’re contacting us.
  • An on-hold message to let the caller know how long the wait is.
  • A new courtesy call-back feature.
  • A new system voice with broadcast messaging, emergency close and new message prompts.

Future features will include:

  • An additional method for secure authentication. A Voice ID component will further enhance the plan member experience by providing another way to verify their identity.
  • New self-serve options. We’re exploring use cases for providing coverage and claims information.
  • New conversational IVR. Plan members will be able to speak to the IVR like a live person. The IVR will be able to provide an immediate response to many of their questions.
  • Agent Assist. This will provide our CCC representatives live details specific to the plan member and their policy. This will allow us to handle the call more efficiently.

We’ll share details about new features in future communications.

The attached FAQ document provides additional information.

Questions? We’re here to help.

Please contact your Sun Life Group Benefits representative.