Contact centre solution launched for the Insurance industry

With the launch of the first comprehensive contact centre solution designed expressly for the insurance industry, Pegasystems provides Business Process Management (BPM) solutions that address industry challenges.

The new contact centre framework, CPM for Insurance, centres around an intent-driven approach with all of the capabilities needed to operate a highly efficient multi-channel customer service centre, including screens, scripts, processes, scenarios and rules which can be easily modified, without additional programming, to reflect changing business conditions and regulatory requirements.

Unlike other contact centre solutions, CPM for Insurance uses real-time decisioning to prompt customer service reps with the “next best step” based on the customer’s intent, taking the guesswork out of customer relationship management and decreasing average call time by resolving issues quickly. The unique insurance contact centre solution integrates and unifies all customer-facing processes and legacy systems for 360° views of customers.

Data is captured using dialogue and process flows that reflect the caller’s priorities and point of view. This allows carriers to rapidly gain an accurate and complete understanding of a policyholder’s needs, even during a crisis situation, and quickly respond to those needs.

The solution incorporates industry best practices and captures and leverages internal knowledge. This means that carriers can quickly and efficiently fulfil customer requests, anticipate needs and provide highly personalised service – whether over the phone, the internet or by email. The result is dramatically improved productivity and increased customer retention.

In addition to the core intent-driven process framework, the application’s rich functionality includes:

• Sophisticated multi-media, multi-channel interaction management
• The full spectrum of service request processing including intelligent follow-on activities and correspondence generation
• Call routing and work assignments based on contact centre representative skills
• Customer-based service level profiles, goals, and escalation events
• Industry-leading access, security and system maintenance provisions
• Easy generation of custom reports in addition to a robust set of contact centre activity reports, all of which can be input to other standardised reporting packages

“Today’s consumers have a broad range of options for insurance coverage – and high expectations with regard to service. As a result, carriers are all experiencing pressure to take costs out of their operations and at the same time provide unprecedented levels of customer service,” said Gary Kirkham, director, Insurance Industry Solutions at Pegasystems.