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Insurance Service Excellence
Orchestrate every part of the service experience and provide meaningful, personalized interactions to your customers from a unified console. The Insurance Agent Console ties together powerful components that elevate the productivity of customer service representatives (CSRs) and present a 360-degree view of the customer. The console can help CSRs quickly resolve customer cases, proactively address issues, and take advantage of upsell opportunities.
- Assign Insurance Permission Sets for Insurance Service Excellence Components
Assign permission sets to admins and users based on their required level of access to the Service Excellence for Insurance features. - Identity Verification
Use Identity Verification to verify the identity of a customer or their authorized representative. Protect a customer’s personally identifiable information (PII) when processing requests, preventing its unauthorized use and complying with data regulations. A customer service representative can verify a caller’s identity by asking them preset questions and locating their profile in the customer database. You can choose which details a person must provide to prove their identity, such as a social security number, birth date, email, or phone number. - Learn About the Insurance Agent Console
The Insurance Agent Console is where your customer service representatives (CSRs) can view a timeline of interactions with the customer, get contextual alerts, take relevant actions, and search for knowledge articles. Learn how the console is organized to help your CSRs manage the entire service lifecycle from one page. - View Profile Card
Customer service representatives can view an insurance customer’s basic information on the Profile Card. - View Customer Activity on a Timeline in Insurance
Timeline provides a comprehensive, chronological, and interactive view of customer-related activities in one place. - Set Record Alerts
Record Alerts help your customer service representatives and account managers stay on top of changes related to your insurance customers. For example, when a customer’s policy is due for renewal, a customer service representative can help the customer with the renewal process. Agents can snooze alerts for later and dismiss them. - View Policy Details
Show a consolidated view of all the policies of the customer in your Insurance Agent Console so that your customer service representatives can quickly view the details and assist members efficiently. - View Claim Details
Show a consolidated view of all the claims of the customer in your Insurance Agent Console so that your customer service representatives can quickly view the details and assist members efficiently. - Launch Quick Actions
Configure actions by using flows, OmniScripts, or quick actions. Your customer service representatives can use Action Launcher to quickly find and run service actions, such as uploading documents. - Sentiment Indicator
Know the current sentiment of the customer based on past engagements with the contact center and the sentiment recorded for those engagements.
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