In the current scenario, insurance business environment has become increasingly price competitive. The insurance industry is facing challenges due to negligible barriers to entry as well as low switching costs. Coupled with this are issues of risk management, claim settlement, regulations and policy management. There is a constant pressure to attract new customers which has led to processes which are highly streamlined to reduce pressure and capture/process new businesses/claims effectively.

The need is for a contact center solution which is unified to process multi-channel interactions all the same way, from voice and email to self-service and eServices. The need is for a solution which is open to integrate policy and claims administration systems with internal content management module. The need is for a solution which is easy-to-operate and is able to capture, prioritize, route, escalate and track every step of the processes.

A solution that allows automation of application and underwriting process with incoming interaction management, reducing administrative blockers, securing interactions and finally improving the overall process. Expediting the claims processing, reduction in data and process duplicity and decentralization along with reduced costs and increased service efficiency are the must-haves in the ideal solution for an insurance process.

Drishti's platform brings an enterprise operation together to make them more efficient and easier to navigate. The advanced feature offerings from Drishti include unified communications, process management, value-add for stakeholders, ROI, streamlining of the underwriting process, providing a faster turnaround with single click access, automated claims processing, ease of reporting, improved customer service with consolidated content and choice of interaction. With inherent monitoring, reporting and things like automated satisfaction surveys, enterprise can relentlessly measure performance and invite customer feedback to make the insurance experience more rewarding.