In a new report, , Celent examines the rapidly emerging trend of combining separate voice and data networks into a single, converged network and finds that this gives insurance companies several important financial and business benefits.
AsDonald Light, senior analyst in Celent's insurance group and author of the report, explains, "The financial benefits of a converged network include reducing network maintenance and support expenses, and lower long distance calling charges. The most dramatic business benefits in the short term are realized when a converged network transforms a telephone-oriented call center into a multi-channel contact center that seamlessly integrates voice, data, email, and instant messaging."
Light continues, "Other business benefits include greater staff accessibility (for example, through unified voicemail and email messaging); greater information accessibility (e.g., through the ability of an underwriter and agent to share computer screens during a telephone conversation); and lowering the barriers of time and place (i.e., facilitating real-time cooperation across continents or oceans)."
The report describes how a converged network also addresses some of the insurance industry痴 most pressing priorities: compliance, privacy, and security. It includes a checklist of technical issues that can form the basis of planning discussions among business and technology managers.
The 26-page report contains four tables and two figures. A
is available online.of Celent Communications' Life/Health Insurance and Property/Casualty Insurance research services can download the report electronically by clicking on the icon to the left. Non-members should contact info@celent.com for more information.
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