The Agents Council for Technology (ACT) has published "The Real-Time Revolution: Redefining How We Work," a report to help independent agents and brokers and carriers better use real-time technology to improve workflows, customer service and sales, and understand the broad reach technology is likely to have in the industry. ACT, affiliated with the Independent Insurance Agents & Brokers of America (IIABA), Alexandria, Va., formed a work group to study the potential of real-time transactions and to help agents and brokers and their carriers keep pace with the efficiencies provided by technology that allows the agency system to effectively compete long-term with other distribution systems.

The report notes that real-time interface, in its simplest terms, means that a user can make a request electronically and promptly receive a response. The transactional request typically is a policy quote, service inquiry, policy view, request for information or billing query. The user’s electronic response can be in the form of a message, direct access to the requested information or the initiation of an online process.

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