Meet the contact center solution purpose-built for insurance.
Talkdesk Financial Services Experience Cloud™ for Insurance unifies the customer journey across policy servicing, claims, and new business.
Surprise customers with a seamless experience.
The insurance industry is at an inflection point caused by rising customer expectations coupled with tremendous pressure on growth and profitability. Financial Services Experience Cloud is an end-to-end contact center solution built to unify the insurance customer journey and improve satisfaction, while empowering employees with automation and actionable insights.
Increase agility with a complete view of your customer.
Use a holistic view of customer context to accelerate new business development and processing. Make claims and policy servicing more efficient through out-of-the-box integrations and automations with crucial insurance systems.
Drive customer loyalty.
Power better digital and self-service with a “human” touch leveraging AI intent libraries pre-trained to understand insurance and support empathetic interactions.
Empower employees and improve retention.
Arm agents with real-time guidance and next best actions based on customer insights for efficient and personalized conversations. Make work easier with a single workspace containing exactly the information needed for handling policies, claims, and upcoming activity.
Explore key capabilities.
Streamline policy servicing, claims, and new business.
- Out-of-the-box integration with core systems connects vital client data including policy details, claims history, and new business.
- Insurance workflows for policy servicing integrate with policy administration systems to enable self-service and automate employee actions for basic policy changes, new ID card requests, policy cancellations and reinstatement, and endorsement handling.
- Insurance workflows for claims integrate with claims management systems to enable self-service and automate employee actions for FNOL, opening and closing a claim, and general liability.
- Insurance workflows for new business integrate with insurance systems and CRM to enable self-service and automate employee actions for new policy sales, upsell, cross-sell, and policy replacements.
- Orchestration & Routing with Studio™ lets insurers easily design and build intricate customer journeys and adapt flows to evolving industry, business, and customer needs.
Improve customer engagement and satisfaction.
- Digital Engagement™ lets customers interact on their channel of choice, including SMS, email, and social.
- Proactive Outbound Engagement helps inform and update customers at scale with personalization and outreach rules drawn from CMS, PAS, and CRM data.
- Voice Engagement delivers exceptional call quality and intelligent routing to maximize caller satisfaction.
- Financial Services Experience Cloud has a 100% Uptime SLA. Voice quality is backed by an industry-leading 4.22 MOS.
Personalize automated interactions.
- Insurance Virtual Agent™ autonomously solves customer issues with a human-like experience powered by AI that’s pre-trained to understand insurance scenarios and handle them with empathy.
- Knowledge Management™ is a knowledge management tool that’s fully customizable for insurance and powered by AI, providing customers the knowledge they need when they need it.
- AI Trainer™ enables contact center agents to train artificial intelligence models via a no-code interface for continuous improvement.
- Automated Notifications allow for highly personalized messages based on the customer journey and anticipated activity, leveraging data from CRM, CMS, and PAS.
Empower employees with actionable insights.
- Insurance Agent Workspace™ surfaces customer policy information, claims history, and more in a single, unified view for increased efficiency and speed to resolution.
- Agent Assist™ transcribes calls in real time while providing guidance and recommended next best actions that help agents efficiently navigate and resolve conversations.
- Customer Experience Analytics automatically transcribes customer interactions to help identify insights, turning conversations into actionable customer and business intelligence.
- Conversations Mobile App™ is available on iPhone and Android devices, giving reps the flexibility to handle inbound and outbound calls any time, anywhere.
Leverage data to improve performance and operations.
- Real-time Dashboards deliver a live view of contact center performance to track SLAs and quickly identify areas for improvement.
- Business Intelligence provides customized reports and analytics for a complete view of contact center performance, enabling holistic improvements.
- Feedback™ helps create and deploy surveys to act on customer feedback and make informed improvements.
- Quality Management™ improves employee performance through consistent evaluations and actionable feedback.
- Performance Management™ identifies development opportunities and engages frontline employees with personalized coaching.