Posted on 30 Sep 2010
CSC announced the availability of mobile insurance enhancements and Web 2.0 and service-oriented architecture (SOA) extensions to its Customer Service Accelerator (csA) software to escalate insurance agent and policyholder self-service and improve the customer experience. A comprehensive customer service automation tool, csA combines a policyholder's contact history and policy portfolio in a single view for life insurance and annuity providers and orchestrates customer service workflow processes across a provider's diverse systems, locations and lines of business.
Agents and policyholders can now download CSC's new self-service mobile apps to their smartphones to conduct more than 140 different insurance transactions tied to csA -- whenever they want and wherever they are. The software's new Web 2.0 capabilities include support for context-sensitive avatars and a click-to-chat function in addition to an automated knowledge capture facility. Through the avatar help function, insurers can capture knowledge from experienced staff and use it to "train" the system to respond appropriately and quickly to agents and policyholders on the portal. The chat function improves a customer service representative's accessibility and productivity by enabling multiple simultaneous discussions. By providing these capabilities through a common, unified delivery framework, csA creates a uniform insurance customer experience across multiple channels -- an experience that few carriers offer today. All interactions -- whether in the form of an instant message, a phone call, an email or a letter -- are captured and stored in the policyholder's permanent record. csA supports a broad range of pre-built insurance transactions and is pre-integrated with CSC's core policy administration platforms, CyberLife, Wealth Management Accelerator and VANTAGE-ONE, with the capability to integrate with virtually any other back-end system, including business process management and workflow systems, to provide dynamic work management capabilities. These functions save both the customer and the carrier valuable time by eliminating the need to route items to the back office for handling. The application has been tailored to the life insurance and annuity industry's unique needs, in contrast to generic customer relationship management (CRM) applications which must be customized for insurance.
"Gartner research has found that most insurers still lack a single customer view," said Kimberly Harris-Ferrante, vice president, distinguished analyst, Gartner. "To meet the needs of the changing consumer, insurers must explore Web 2.0 technologies, integrate channels to provide multichannel interaction, offer chat from their websites, and speed up transactions to enable quick and convenient buying and servicing of insurance policies."
"Insurers must reinvent their IT infrastructures and seek creative solutions to address the demands of the consumer and agent of the future," said Michael W. Risley, president of CSC's Life Insurance and Annuity Division. "Through the expanded capabilities embedded in Customer Service Accelerator, policyholders and agents will be able to interact with the enterprise across all of today's channels -- whenever and however they want -- and insurers will gain a better understanding of their customers."
The SOA framework of csA allows companies to implement just the components they need, preserving in-place technology investments. The SOA extensions also can interface with other CRM components that the carrier already has in place.
To learn more, watch a video of Risley explaining CSC's new customer service enhancements at a client meeting by visiting www.csc.com/csaconnect.
CSC is a global leader in providing technology-enabled solutions and services through three primary lines of business. These include Business Solutions and Services, the Managed Services Sector and the North American Public Sector. CSC's advanced capabilities include system design and integration, information technology and business process outsourcing, applications software development, Web and application hosting, mission support and management consulting. Headquartered in Falls Church, Va., CSC has approximately 95,000 employees and reported revenue of $16.2 billion for the 12 months ended July 2, 2010. For more information, visit the company's website at www.csc.com.