Talkdesk Introduces Talkdesk Financial Services Experience Cloud for Insurance

Cloud contact center solutions provider Talkdesk has introduced Talkdesk Financial Services Experience Cloud for Insurance. As a customer experience (CX) solution purpose-built for unifying the insurance customer journey, the platform features deep integrations with leading CRM, claims management, and policy administration systems.

"Insurers are operating within a complex environment. Volatile investment markets, emerging competitors, and natural disasters are driving them to increase focus on delivering ever-better CX and squeezing more value from their operations," said Scott Bright, vice president of financial services product management at Talkdesk, in a statement. "With Talkdesk Financial Services Experience Cloud for Insurance, they can unify customer journeys, enable frontline employees to work more efficiently, and be well-positioned to not only navigate market challenges but take advantage of the opportunities."

Talkdesk Financial Services Experience Cloud for Insurance enables the following:

  • Modification of agent workflows and customer journeys to adapt to changes, such as mergers and acquisitions, new product rollouts, and evolving market conditions;
  • A holistic view of the client context and interactions;
  • Pre-trained artificial intelligence and insurance intent libraries;
  • Engagement across voice, SMS, social, and email;
  • Automated notifications to alert customers to claim updates, policy renewal reminders, and more.
  • Process automation for servicing of policies, claims, and new business.
  • Real-time guidance and recommendations for next-best actions derived from customer insights;
  • A single agent workspace.

Additionally, Talkdesk has joined the Guidewire PartnerConnect program and is building an integration between its Financial Services Experience Cloud for Insurance and Guidewire ClaimCenter.

"Our partnership with Talkdesk will bring significant business value to insurers, blending the capabilities of a forward-thinking customer experience leader with the premier platform for P&C insurers," said Becky Mattick, vice president of global solution alliances at Guidewire, in a statement. "With the upcoming integration of Talkdesk and Guidewire ClaimCenter, insurers will gain improved automation and increased efficiency to address policy and claims servicing more effectively and deliver better experiences for their customers."