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Insurance & Technology
March 9, 2007
Nathan Conz |
The ACSI Shows That Insurance Companies Are Improving Customer Service A crowded insurance marketplace means that consumers who are not satisfied with a carrier's quality of service can find viable options elsewhere. As a result, more and more insurers are making concerted efforts to improve their customer service.   |
Insurance & Technology
July 9, 2009
Nathan Conz |
Inside MetLife's Redesigned Web Site: Video Screencast Recognizing the growing value of the online channel, MetLife redesigned its Web site, improving navigation and implementing a more modern underlying platform. |
CRM
August 8, 2014
Karnail Jita |
The Missing Piece of the Customer Experience Puzzle Visually enabled IVR picks up where apps and self-service leave off. |
Insurance & Technology
October 12, 2004
Anthony O'Donnell |
Triumphant Technologist Having created the foundation for an online, real-time infrastructure, Steve Sheinheit is building technology for a single MetLife customer experience. |
CRM
December 2010 |
Separating Fact From Fiction Addressing myths regarding upgrading non-vXML-based applications and improving IVR applications. |
CIO
August 15, 2002
Stephanie Overby |
Economies of Scale Saddled with numerous disparate systems after an aggressive acquisition binge, MetLife needed to get integrated to cash in on its size and improve customer service. Here's how it did it. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Interactive Voice Response While interactive voice response systems were once only used by large companies that received massive amounts of calls, small businesses are now adopting the technology in large numbers as well. |
Insurance & Technology
February 11, 2009
Anthony O'Donnell |
MetLife Redesigns Web Site New site features simpler navigation, better search capabilities and new account management tools, among other features, according to the insurer. |
CRM
February 2003
David Myron |
Support Gets a Face-Lift Allergan was able to automate the routing of 80 percent of all inbound, Web-generated emails, based on the business rules the company put in place. |
Insurance & Technology
February 1, 2006
Anthony O'Donnell |
Beating the Clock How MetLife's executive vice-president and CIO Steve Sheinheit handled an estimated 3-year IT integration of Travelers Life and Annuity's systems in 11 months. |
Insurance & Technology
July 16, 2009
Anthony O'Donnell |
MetLife Reorganization To Drive Streamlined Product Development The combination of the Individual and Institutional Business Units is designed to enhance the carrier's product design and distribution capabilities, streamline its decision-making processes and drive profitable growth, the source claims. |
CRM
October 2012
Donna Fluss |
IVRs Get a Bad Rap There's no excuse for not investing in these systems. |
CRM
May 2012
Leonard Klie |
In the Air Instead of on the Line A natural language-based IVR connects US Airways passengers to better service. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree. |
CRM
October 1, 2009
Donna Fluss |
Voice Self-Service to the Rescue When live agents can't be had, interactive voice response systems may suffice. |
CRM
September 13, 2011
Leonard Klie |
Nuance Builds Out Its Mobile Advantage Portfolio The new solutions are designed to steer customers to mobile smartphone apps for self-service. |
Insurance & Technology
November 10, 2008
Nathan Conz |
More Insurers Realizing Benefits of e-Payments and Remote Deposit Capture Technology The insurance industry lags behind many others in the realm of electronic billing and payment, but that's beginning to change. |
