Cloud Contact Center

Case Study

Insurance

Background

As the world economy is not as rapid in growth in recent years, the insurance industry does not inherit the trend, and in some markets, the reality is quite the opposite, the insurance industry started booming. People's awareness of insurance as a necessity has become a mainstream concept and the propensity of purchase insurance products is getting stronger over the years, in the past decade the insurance market grew over 500% in some areas in Asia pacific, the insurance product catalog became more comprehensive, in some cases, the overall quantity of insurance products increased over 20 times more, but still, the market has very promising ample room for growth for the next decade. In the insurance market landscape, strong players, endless innovations and fierce competitions accelerated with new technologies. So now, if we could take a closer look at how technology empowers insurance, we have new findings.

Industry

Requirement

Call centers allow insurance companies to engage with current and potential customers. With an increasingly competitive market, insurance companies can give themselves an edge by having a call center staffed with insurance agents available around the clock to give their customers the best service possible. Call centers are important for companies in the insurance sector since customer can call at any time with questions about submitting a claim.

Insurance companies have shifted the requirements from pure IT capabilities to more full-stack fashion that covers not only the infrastructure, but also software effectiveness, operation efficiency and overall flexibility to cope with the market dynamics and business trends. Contact center system plays a key role in the overall IT stack for insurance companies since the nature of the business requires that customer contact is part of the main process, so in some ways, contact center is considered production system for insurance companies to manage leads, provide services and maintain customer relationships.

So we extract a common set of requirements that we gathered from our clients from insurance industry, and they do reflect market dynamics.

The requirement from the insurance companies focuses on the aspects of both technology and services:

 

  • Require the platform to be highly stable and mature, capabilities of quick launch and short TTM;

  • Require the platform to be technologically advanced, capable of continuous evolution, and capable of deep integration with insurance business systems;

  • Agile and open, the system needs to be able to quickly connect with third-party products and third-party platforms;

  • Capable of accessing, managing, and scheduling multiple communication resources;

  • Suitable for distributed agent models nationwide and worldwide;

  • Adapt to multiple terminal access;

  • The call center provider need to provide overall IT services related to the call center project, with quick service response under SLA;

  • Lower TCO of system implementation, operation and maintenance;

Solution

from Cloud Contact Center

1. Quick Launch & Instant Provisioning

  • Quick launch of call center platform, instant provisioning of platform services;

  • Provide high-capacity and high-availability call center platform products, multiple deployment options to meet enterprise requirements;

  • Adopt active HA with dual-network to ensure system stability and high availability;

  • Offering DevOps, taking customers as the center to ensure that products and technologies are continuously upgraded and iterated, and services are available 24*7;

  • The platform is open with standard API formats, rich and easy-to-use low-level interfaces that is ready for connecting to partners, integrators and customers.

2. Centralized Management

  • One-stop solution for enterprise communication management and connectivity management;

  • End-to-end, providing a one-stop solution from system deployment to software services, network access, terminal equipment to communication resource management;

  • According to corporate business development and security requirements, provide flexible communication connectivity solutions to meet the needs of various lines of businesses, omni-channel interaction plans, short messages, and privacy protection;

3. Artificial Intelligence

  • Mature intelligent products to assist sales production and service consulting;

  • Mobile App, login agent to call and manage customer data anytime, anywhere;

  • Intelligent outgoing call, predictive outgoing call, dynamic outgoing call and other functions improve work efficiency and connection rate;

  • Intelligent quality inspection, full quality inspection contact center data, supervision and guarantee of agent service quality;

  • Intelligent assistance, customer service robot, outbound robot effectively reduce costs;

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