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Business operations

Contact center modernization in insurance

Digital transformation and modernization of the contact center with Amazon Connect is ushering in a new era of hyper-personalized, omnichannel underwriting and risk management in insurance

Executive summary

History is littered with events that changed the face of insurance forever. The Great Fire of London for example, which devoured more than 16,000 houses in 1666, changed property and fire insurance matters from simply being a convenience to an urgent requirement.

We are currently living through an even more seismic and lengthy crisis. The global pandemic has rocked all industries, but it is having a particularly profound effect on the world of insurance, introducing new challenges, and exacerbating existing ones.

As insurance companies look to define their place in the market amidst massive technological and social upheaval, some of the challenges they face include:

  • Improving distribution and go-to-market strategies
  • Determining where they fit within existing ecosystems
  • Finding and retaining talent
  • Applying a holistic organizational view to refine underwriting
  • Implementing flexible structures
  • Responding to customer demand for increased personalization.

This whitepaper explores the exciting new era ahead, lays out the challenges facing insurance executives, and offers clear solutions to deliver innovative and, ultimately, successful customer experience and risk management.