{"id":617768,"date":"2022-08-02T08:43:21","date_gmt":"2022-08-02T06:43:21","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=777915"},"modified":"2022-08-12T07:14:57","modified_gmt":"2022-08-12T07:14:57","slug":"contact-center-modernization-in-insurance","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/contact-center-modernization-in-insurance\/","title":{"rendered":"Contact center modernization in insurance"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=1440&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=2880&amp;quality=90 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=1024&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=1024&amp;quality=90 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=768&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg?w=768&amp;quality=90 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Web-Banner_ICO-Amazon-paper_insurance.jpg\" class=\"header-img header-img-d\" alt=\"ICO Amazon paper insurance\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><span class=\"box-tag\">Business operations<\/span><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Contact center modernization in insurance<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Contact-Center-Modernization-in-Insurance-ICO-Amazon-Connect-paper.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download paper<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\" id=\"introParaWrapper\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=777915\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=777915&amp;text=Contact center modernization in insurance\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=777915&amp;text=Contact center modernization in insurance\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">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<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\" id=\"quoteWrapper\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-lg-10 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h4 class=\"wp-block-heading\" id=\"h-executive-summary\">Executive summary<\/h4>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>As insurance companies look to define their place in the market amidst massive technological and social upheaval, some of the challenges they face include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Improving distribution and go-to-market strategies<\/li><li>Determining where they fit within existing ecosystems<\/li><li>Finding and retaining talent<\/li><li>Applying a holistic organizational view to refine underwriting<\/li><li>Implementing flexible structures<\/li><li>Responding to customer demand for increased personalization.<\/li><\/ul>\n\n\n\n<p>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.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/08\/Contact-Center-Modernization-in-Insurance-ICO-Amazon-Connect-paper.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download paper<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>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<\/p>\n","protected":false},"author":33,"featured_media":617769,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":325,"primary_term":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[299],"brand":[],"service":[240],"industry":[],"partners":[],"content-group":[],"class_list":["post-617768","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-business-operations","service-intelligent-business-operations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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