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INSURANCE | FINANCIAL SERVICES EXPERIENCE CLOUD

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.

Increase Agility Complete View Customer Insurance Workspace Product

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.

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Boost business growth.

Increase customer loyalty

Improve employee retention

Increase business agility

Reduce operating costs

Increase Agility Complete View Customer Insurance Workspace

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.

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Drive Customer Loyalty Customer Sentiment

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.

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Copilot Empower Employees Improve Retention

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.

  • 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.

  • 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 99.999% Uptime SLA. Voice quality is backed by an industry-leading 4.22 MOS.

  • Talkdesk Autopilot for Insurance™ 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.

  • Insurance Agent Workspace™ surfaces customer policy information, claims history, and more in a single, unified view for increased efficiency and speed to resolution.

  • Talkdesk Copilot™ 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.

  • 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.

Customers love Talkdesk.

Rated 8 out of 10 based on 658 reviews and ratings onTrustRadius logo

1 star2 star3 star4 star5 star

Talkdesk has really helped with making work simpler and easier to complete, not only am I happy with how it assists me with getting my work completed in an orderly form but I am able to provide fast and sufficient service to my customers which will result in a better work avenue.

Siphelele Nxumalo

1 star2 star3 star4 star5 star

It is easy to use, it works as a great source of communication between agents and customers. It has features that are straight to the point and are easily remembered.

Andile Nxumalo

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In my organization, we used Talkdesk as an auto-dialer and reporting system. It's used to make and take customer calls and to report productivity and quality management. It allows easy access to quick live and historical data, allowing us to monitor and track organizational performance.

Sakhephi Sokhela

1 star2 star3 star4 star5 star

I can schedule callbacks and rep up a call by adding a summary of what I and the customer spoke about. It is one of the best communication and telephonic tools for a workplace. As an employee, I can also check my progress when being coached about my work performance. The Talkdesk also records calls.

Nokwazi Mavundla

1 star2 star3 star4 star5 star

Talkdesk is helpful because we use it to receive calls in our BPO. Not only do we track live ques and statuses from agents, but we also receive feedback from our assessors through the talk desk as well as coaching, and it also stores customer contact data; I can track all my calls, and It records all the calls so we can come back to review them. You can also listen live and track your daily productivity.

Nontobeko Mkhize

1 star2 star3 star4 star5 star

Talkdesk is very useful in many ways. It helps improve our selling points, rectify mistakes, you know where you lack and can see your markings and ratings, give surveys to upskill us, and make sure our job is done correctly

Nokuzola Vilakazi

1 star2 star3 star4 star5 star

Talkdesk is efficient and provides value in live reporting whilst storing historic data which can be used to plan effectively and analyse data where needed

Keith Rambharose

1 star2 star3 star4 star5 star

Talkdesk has been phenomenal in terms of efficiency, reliability, and making sure to update any slagging that we might face with the platform.

Sam Radebe

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