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Whitepaper

The Enterprise Call Experience: Insurance

Reduce Member Churn with Branded Calling

To accommodate remote work environments, insurance providers have begun to rely more heavily on digital tools, like the phone, vs. face-to-face encounters, to connect with customers. But customers hesitate to answer due to robocalls and scams.

Anti-robocall mandates like STIR/SHAKEN call authentication can also mistakenly label calls as spam, or even block them. Solutions like Branded Call Display (BCD) can help insurance providers modernize the phone channel so that it’s consistent with their omnichannel digital experience. BCD also helps insurers increase answer rates, reduce costs, reverse revenue loss, and protect their brand.

In January 2021, Omdia conducted a survey on our behalf to entities that make large volumes of outbound calls to gain insights on current challenges and opportunities around the customer call experience.

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