Customer Service Accelerator

Customer Service Accelerator® is a Web 2.0 software application that helps North American financial services companies cut operating costs and deliver a richer producer and customer experience across all channels.

Customer Service Accelerator helps you manage increasingly diverse communication channels for consistent service regardless of the method of contact. All interactions — including emails, phone calls, Web chats, correspondence and interactive voice response — are centralized and displayed in a single view, making it easy to understand servicing needs at any point of contact.

Customer Service Accelerator integrates insurance policy and contract servicing functions across all of your interaction channels. Key features include a unified front end for your contact centers and back office as well as portal and Web 2.0 support for employees, producers and policyowners.

The browser-based, thin-client front end provides views to meet the needs of contact center representatives and back-office processors. This unified processing center masks the complexity of navigating multiple policy administration systems, making service faster and improving staff productivity.

Customer Service Accelerator orchestrates business processes across diverse systems, locations and lines of business. It can be deployed as a component that provides processing services to your existing customer relationship management, contact center, Web self-service or business process management applications. Customer Service Accelerator can also be deployed as a unified servicing center with a rich, role-based front end.

Web and Mobile Self-Service Capabilities

Customer Service Accelerator’s self-service capabilities include support for context-sensitive avatars and click-to-chat functions. Producers and policyholders can download CSC’s self-service mobile apps to their smartphones to enable processing more than 140 customer service functions whenever they want and wherever they are.

This software application surrounds and extends existing back-end processing systems to provide integration with Web 2.0 capabilities. The integration engine, based on ACORD industry standards, supports the data transformation and mapping to facilitate contact center, back-office and self-service capabilities. Its open architecture supports any type of administration system, and includes pre-built adapters and mapping to CSC’s CyberLife®, VANTAGE-ONE® and Wealth Management Accelerator®.

Customer Service Accelerator can improve the responsiveness and efficiency of your customer and producer service operations by streamlining and unifying service processes. In a single, unified application, it can enable the breakthrough improvements in self service that producers and customers expect and insurers seek. Take advantage of new opportunities for increasing customer contact and enhancing interactions across all channels — rather than simply managing service calls and back-end processing. You’ll lower your operating costs and provide the superior service your customers demand.