Deliver a distinctive and compelling digital customer experience.
To attract, engage and retain today’s empowered, digitally connected consumer, insurers must become easier to do business with. They must offer an “any device, any channel” end user experience that is both consistent and personalized. And they must attain a 360-degree customer view to provide those end users with a more satisfying and effective experience, whether that experience is online, with an agent or with contact center personnel.
By implementing a customer-centric, multichannel system of engagement, insurers can recommend products and services to individuals based on customer knowledge and past interactions. In addition, they can enable consumers, insurers, agents, vendors and adjusters to interact, share data and participate in their part of the insurance process anywhere and at any time. All the while, they can accelerate purchasing and claim resolution cycles, thanks to end-to-end digital workflows and straight-through processing.
DXC Technology’s configurable OmniChannel Digital Insurance Engagement Platform addresses insurers’ needs for this kind of persona-designed user experience (UX) across all channels — including web, tablet and mobile form factors, voice assistant engagement and chatbot interaction.
DXC OmniChannel Digital Insurance Engagement Platform is available in the cloud as software as a service (SaaS) and includes an API gateway, identity and access management (IAM) security and an ops management framework. It integrates with back-end systems of record, such as policy administration and claims processing, customer relationship management (CRM), analytics and a broad range of services from DXC’s partner ecosystem.
In addition, DXC’s reference APIs, based on its deep industry experience and heritage in the core systems software business, provide true extensibility. Insurers can easily extend the platform, making changes and tailoring the platform as they build out their customer engagement functionality without disrupting the underlying core capability. The APIs are focused on interaction and give insurers the ability to engage with customers and deliver a delightful experience, across all channels and via all devices.
DXC’s OmniChannel Digital Insurance Engagement Platform supports a responsive web design GUI that runs seamlessly on multiple devices. It also supports text, voice or chatbot.
Insurance companies that subscribe to the OmniChannel Digital Insurance Engagement Platform will have the ability to:
- Implement a unique, conversational user interface across technology devices through voice, chatbot, intelligent agents and more. The interface improves organization and relevance of content, enhances navigation and enables paperless transactions with simplified forms.
- Transform and refactor customer-facing web applications to deliver a higher-quality user experience accessible on any device.
- Map the customer journey to better contextualize each customer engagement, enhancing the customer experience and unlocking cross-sell and upsell opportunities.
- Manage cross-channel customer communications to deliver a 360-degree customer view that leads to a more satisfying and effective experience, whether the policyholder is working with an online interface, agent or contact center personnel. Customers can initiate a transaction in one channel and finish it in another.
The new economy of connected consumers is raising the bar for insurers. Insurance is no longer based on transaction-centric interactions sold mostly through intermediaries. Today’s more digitally focused insurance industry is instead built on a highly connected ecosystem of digital services that enhance relationships with customers, agents/brokers, banks and other third-party suppliers. DXC OmniChannel Digital Insurance Engagement Platform supports the insurance industry’s efforts to meet these new and expanding standards for engagement.
