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  5. Contact Centers - A Snap Poll for the Celent Executive Panel

Contact Centers - A Snap Poll for the Celent Executive Panel

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5 March 2024
Karlyn Carnahan
Andrew Schwartz

Available Only for Members of the NA Celent Insurance Executive Panel

Abstract

Snap polls reflect questions posed by members of the Celent Executive Panel, a group of C level executives in the insurance industry. This set of questions came from an insurer that is looking to upgrade their contact center platform and supporting telecom (dial tone) provider.

This deck provides a summary of the responses to a Snap Poll conducted February 26– March 1, 2024. Questions for a snap poll come from one of the other members of the panel. The snap poll was fielded to select members of the Celent Executive Panel, a group of C level executives in the insurance industry. 20 insurers responded to this survey over the course of five days.

If you are an insurer and are interested in participating and receiving these snap polls, please email kcarnahan@celent.com to verify eligibility.

The question that was posed was:

Background:

This insurer is looking to upgrade their contact center platform and supporting telecom (dial tone) provider. Many options exist and most appear to be 100% cloud-based eliminating the need for dedicated SIP/PRI lines back to the home office / data center AND better supporting remote working scenarios. In addition, the surge of unified communications platforms like Teams, Slack, etc. at the start of COVID has changed how policyholders and agents want to interact with carriers and expectations of the carrier’s employees regarding contact center functionality.

Questions:

What is your current contact center platform?

Is your contact center platform cloud-based or on-premise?

How many years have you been on your current contact center platform?

What omni-channel options does your current platform support:

  • Telephone?
  • Chat?
  • Text?
  • Social Media?
  • Other?

Are you looking to replace your current platform?

If so:

  • When?
  • What options are you considering?
  • Cloud-based or on-premise?

Who is your current vendor for telecom (dial tone)?

Who is your current vendor for unified communications?

Anything else re: contact center software, dial tone providers and unified communication platforms you would like to share?

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