As insurers move more contact center activities to more channels, they must determine if a Web site, e-mail or interactive voice response (IVR) system can replicate what a customer can accomplish when accessing live support.There are communication-level issues with e-mail and IVRs that many insurers are drilling down to identify, and the same goes for deploying the Web site as an alternative to the call center.

Following the deployment of its Web site as a core communication hub in the wake of 9/11, Chicago-based Aon Corp. continually examines how it can best leverage customer/affiliate communications across channels.

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