{"id":49049,"date":"2021-09-08T04:00:49","date_gmt":"2021-09-08T11:00:49","guid":{"rendered":"\/us\/en\/blog\/?p=49049"},"modified":"2022-12-30T08:07:11","modified_gmt":"2022-12-30T16:07:11","slug":"connected-communications-a-glimpse-into-the-future-of-insurance","status":"publish","type":"post","link":"\/us\/en\/blog\/connected-communications-a-glimpse-into-the-future-of-insurance\/","title":{"rendered":"Connected communications: A glimpse into the future of insurance"},"content":{"rendered":"<p><strong>Highlights:\u00a0<\/strong><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The steady move toward digital has an impact on the future of insurance communications<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud communications platforms are becoming a fixture in the insurance industry<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud communications platforms offer flexible, accessible communication options<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">The way people live and work has changed drastically. Even before the events of 2020, which forced most folks to stay home, technology enabled people to connect digitally. The question arises: in this new digital environment, when many employees will work remotely, how can insurance companies increase customer engagement and employee productivity?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"674\" height=\"818\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/digital-future-insurance.png\" class=\"responsive-image\" alt=\"Top 5 trends ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><\/span><span style=\"font-weight: 400;\">Top 5 trends shaping the digital future of insurance<\/span><span style=\"font-weight: 400;\"><\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Learn more\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/netstorage.ringcentral.com\/documents\/trends_digital_future_insurance.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Learn more\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Learn more<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Recently, RingCentral and Frost &amp; Sullivan hosted a webinar about the future of insurance, connected work, and customer engagement. Read on to learn how cloud communications will impact the insurance industry going forward.<\/span><\/p>\n<h3><b>Cloud communications platforms in the insurance industry<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The theme of the webinar was the importance of cloud communications platforms in the insurance industry.<\/span><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-exactly-is-unified-communications-as-a-service\/\"><span style=\"font-weight: 400;\">Cloud communications platforms<\/span><\/a><span style=\"font-weight: 400;\"> utilize unified communications technology (chat, video conferencing, telephony, and file sharing). They have two roles:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To boost customer engagement by giving users flexible, accessible channels with which to connect with their insurer<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To improve internal collaboration between employees (which has a positive impact on customer engagement)<\/span><\/li>\n<\/ul>\n<h2><b>The future of work is in the cloud<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Robert Arnold, principal analyst at Frost &amp; Sullivan\u2019s Connected Work Group, shared some interesting research about what the future of work will be. The biggest takeaway is that cloud services will power business agility going forward.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Arnold shared several statistics:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">54 percent of companies surveyed have already deployed a video conferencing solution, with another 29 percent planning on deploying one in the next two years<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">44 percent of companies have deployed an instant messaging and presence solution, with another 35 percent planning on doing so in the next two years<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">39 percent of companies have deployed enterprise telephony in the cloud, with 38 percent planning on doing so in the next two years<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">35 percent of companies have already deployed a communications platform-as-a-service (CPaaS), with 40 percent planning on doing so in the next two years<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Why are companies moving their communications infrastructure to the cloud? There are a number of advantages. Companies in the insurance industry see the following benefits:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">20 percent believe the shift will enhance resiliency and business continuity<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">28 percent believe the move to the cloud will enable productive remote work<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">28 percent believe this shift will improve the customer experience<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Arnold also pointed out that a significant portion of insurers see the value in cloud communications and collaboration adoption: 40 percent rate it as a high priority, whereas 37 percent of the total market does.<\/span><\/p>\n<h3><b>Video-first experiences<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Rich video interactions can improve internal collaboration as well as customer engagement. For video-first experiences, the insurance industry and other companies in the financial services sector lead the way with higher deployment rates than the general market (59 percent versus 55 percent).<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49051\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/cloud-communications-insurance.png\" alt=\"RingCentral's cloud communications for insurance\" width=\"930\" height=\"620\" \/><\/p>\n<p><span style=\"font-weight: 400;\">The insurance industry is working toward adopting single-vendor end-to-end solutions; in that respect, the sector trails behind the general market (7 percent of the insurance industry and other financial services organizations have single-vendor end-to-end solutions, as compared to 13 percent of the rest of the market).<\/span><\/p>\n<h3><b>Mobile-ready communications and collaboration<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Today, business interactions happen everywhere and anywhere. To be future-ready, insurance companies need a mobile cloud communications platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Insurance companies and other financial services providers have seen a higher impact of remote work on their employees. Frost &amp; Sullivan research shows:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">20 percent of insurers and other financial services providers have experienced a moderate impact<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">31 percent have experienced a significant impact<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">40 percent have experienced a high impact (as compared to 32 percent of the total market)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Moreover, Frost &amp; Sullivan research predicts that the insurance industry and financial services providers will see some of the highest rates of remote workers in the next two years:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">28 percent of insurers and financial services providers will have 60 to 75 percent of their workforce working remotely<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">24 percent of insurers and financial services providers will have 76 to 99 percent of their workforce working remotely<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Many of those workers will be in customer-facing roles. To engage with customers wherever they are, a mobile-friendly insurance communications platform will become a must-have.<\/span><\/p>\n<h3><b>Open and programmable communications<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The cloud enables agility and drives operational efficiencies. Customizing insurance communications platforms enhances agility and efficiency even further; today, insurance companies expect to have the ability to customize their cloud communications platform.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Frost &amp; Sullivan shared some research about cloud communication platform capabilities:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">59 percent of companies use messaging (SMS\/chat\/social media) APIs now and plan to continue using them in the future<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">58 percent of companies use video APIs now and plan to continue using them in the future<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">54 percent of companies use voice APIs now and plan to continue using them in the future<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">46 percent of companies use chat\/AI APIs now and plan to continue using them in the future<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Additionally, Frost &amp; Sullivan research points to high usage of cloud communications platforms in the burgeoning API economy. The insurance industry and other financial services providers have a higher rate of deployment for CPaaS (41 percent as opposed to 34 percent of the total market).<\/span><\/p>\n<h3><b>Cognitive collaboration<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">AI can increase efficiency, accuracy, and productivity, especially when incorporated into cloud communications platforms. Research from Frost &amp; Sullivan shows that 68 percent of IT decision-makers in the insurance industry and financial services space believe this capability is either important or very important, and 54 percent of them feel AI-enabled cloud communications platforms are either significantly beneficial or very beneficial.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Why do IT managers in the insurance industry and financial services providers believe AI-enabled insurance communications platforms are important? A third of IT decision-makers in the insurance industry and financial services space believe AI-enabled cloud communications platforms facilitate innovation, while 19 percent say it improves customer care.<\/span><\/p>\n<h2><b>RingCentral\u2019s cloud communications platform: building the future of insurance communications<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s market-leading cloud communications platform offers insurance companies flexible, accessible, future-proof communications options. To learn more,<\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/business-communications-for-financial-services.html#insurance\"> <span style=\"font-weight: 400;\">get a demo<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights:\u00a0 The steady move toward digital has an impact on the future of insurance communications Cloud communications platforms are becoming a fixture in the insurance industry Cloud communications platforms offer flexible, accessible communication options The way people live and work has changed drastically. Even before the events of 2020, which forced most folks to stay &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49050,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18836],"tags":[7328,4224,40410],"class_list":["post-49049","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-financial-services","tag-cloud-communications-platform","tag-customer-engagement","tag-insurance-communications-platform"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Connected communications: A glimpse into the future of insurance | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Explore the main takeaways from a recent Frost &amp; Sullivan webinar regarding cloud communications platforms in the insurance industry.\" 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