A Customer Engagement center is a central point from which all customer contacts, including voice calls, chat, email, social media, faxes, letters, etc., of an enterprise are managed. According to the Head of a leading BPO that handles 9 percent of the world’s contact center traffic, over ninety percent of all engagement centers are driven by static rules-based systems.
History shows that financial Services industry has always been an early adopter of new age technologies. And even more so with utilizing their data assets for business benefits, which is essentially what data analytics is. IT is because financial services is, at the core, business of making profits over the spread between the earnings on the assets and the expenses on liabilities over a reasonably big customer portfolio.
Insurance companies, by the very nature of their business, have constantly growing data sets that need to be analyzed continuously. As well, there is a growing demand for widespread creation and consumption of up-to-date analytics-driven insights within the enterprise.