EIS Group, an insurance software provider, has launched CustomerCore DXP, a digital experience platform that adds omni-channel capabilities to the EIS Suite for policy, billing, claims and customer engagement.

The omni-channel capabilities delivered by EIS Group through CustomerCore DXP unify online, mobile and contact-center channels and connect those channels with core insurance systems in real time, to enable a seamless customer experience, EIS Group said, and help nurture direct relationships between insurers and customers.

"The omnichannel concept is an evolution of multichannel operations and is a crucial capability for the digital insurer," said Mark Breading, partner and chief research officer for SMA. "The omni-channel world seeks a single view of the customer, as well as brand consistency across channels and platforms. Omni-channel solutions need to allow insurers to design an environment in which channel switching is transparent and seamless to the customer. At the center of this approach would be a unified digital platform that would support all channels and connect the channels to the core administration systems on the back end. This would bring interactions and information together to produce a different and better customer experience that fosters loyalty."

Improved access and a greater level of transparency into the insurance process for all end users are enabled via CustomerCore DXP by these key technologies:

  • REST APIs that expose core system data and processes
  • A prebuilt set of mobile apps for customer, agent and vendor self-service
  • Context-aware, responsive design features that enable customer interactions to flow from one channel to another while adapting functions and content based on the user's authorizations as well as device capabilities and constraints.

CustomerCore DXP enables insurers to leverage EIS Group's core administration systems to deliver customer service and engagement via online, mobile, email, text, chat or voice interactions, and transition between channels and devices while engaged in purchasing, billing, policy servicing or claims transactions.

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