3 Key Cloud Communications Considerations for Insurance Industry Leaders

In the wake of COVID-19, it has become very apparent that a lot organisations were not ready for remote working and a distributed work force.  This is particularly evident in the way they’re handling their customers’ communications.

Placing the spotlight on the insurance industry, the key outcomes for business leaders in this industry are to maintain Business as Usual communications with their customers to ensure renewals can happen, and to keep winning new business.  Communications is essential to achieving this and cloud communications is central to allowing the insurance industry to deliver this.

3 key cloud communications considerations for business leaders:

Compliant Channels

Customers need to be able to communicate over the channel of their choosing – whether it’s chat, SMS, voice, or third party.  And from a business perspective it’s imperative that the channel is compliant.  The insurance industry is particularly reliant on Voice to drive renewals and new business, so compliance considerations generally revolve around secure call recording, and PCI DSS compliant payments.  We work with customers to ensure all communications are recorded for compliance purposes, and accessible in our secure cloud.  For payments, we can integrate with their third-party payment platform, configuring a PCI DSS compliant payment process via IVR (Interactive Voice Response).  This ensures a seamless customer experience, and most importantly no sensitive customer data is stored as part of the call recording.

Cloud Contact Center

Some of the main benefits of a cloud contact center are scale and flexibility, but it’s also the ability to be able to access and manage it from anywhere.  This is particularly important in the current climate as it empowers businesses to effectively manage their agents, queuing, ring-groups, digital receptionists and more, while also having access to all call recordings and reporting capabilities to make effective business decisions.

Customer-centric

Last but not least – it’s vital to ensure a great customer experience throughout.  To do this, CRM integration is essential as it allows you to have a 360 view of the customer you’re dealing with and have better more informed conversations.  Solgari’s cloud communications and contact center, coupled with Microsoft Dynamics 365, is called the Dynamics 365 All-Channel Solution, and gives agents access to all the customer data they need, allowing them to provide a superb experience.

COVID-19 Support Offer
COVID-19 has put a lot of stress on businesses globally, so along with our partner Microsoft, we’re create a COVID-19 support offer together to help businesses struggling with maintaining effective and compliant communications with their customers. Check out our regional offers below:
Europe
North America
United Kingdom
APAC

Solgari Insurance Industry Webinar – APAC
Check out a recording from our a webinar we recently hosted with Microsoft in the APAC region.

SA Technologies, global Microsoft Gold Partner and Solgari, the Dynamics 365 All-Channel Communications Solution, announce strategic partnership.

SA Technologies, global Microsoft Gold Partner and Solgari, the Dynamics 365 All-Channel Communications Solution, announce strategic partnership.

All-Channel Cloud Solution integrated with Microsoft Dynamics 365 powering digital transformation & automatic compliance across financial services, ecommerce & retail.

SANTA CLARA/LONDON – 25th March 2019 –Solgari, the provider of All-Channel Cloud Communications Services, and SA Technologies, the global Microsoft Gold Partner for Dynamics 365, today announced their partnership to bring Solgari’s Dynamics 365 Omni-Channel Solution to SA Technologies Banking, Financial Services & Insurance (‘BFSI’) & Retail customers.

Solgari provides financial services, retail & eCommerce customers in 40 countries All-Channel Communications – including voice, WebRTC video, chat & SMS – in the cloud, while automatically addressing compliance requirements through a per user per month SaaS model. The solution is available as the Dynamics 365 Omni-Channel solution through Microsoft AppSource using the Channel Integration Framework – Microsoft AppSource: Solgari – the Dynamics 365 All-Channel Solution

As a global Microsoft ISV, Solgari partners with the leading Microsoft partners who are developing transformational customer cloud solutions. SA Technologies has a proven record of building highly scalable, world-class consulting processes that deliver tremendous customer results across BFSI and retail, including cutting edge cloud solutions built on Dynamics 365 – SA Technologies Microsoft Dynamics 365 Solutions .

Opportunity for Dynamics 365 Financial Services & Retail Customers:  

Solgari – Dynamics 365 All-Channel Solution Features:

Raj Talukdar, Director – MS Projects of SA Technologies, remarked the delivery of Solgari’s compliant, all-channel cloud service inside Dynamics 365 using Channel Integration Framework provides an all-in solution that is heavily in demand across some of our key verticals such as financial services & retail. Solgari is an ISV that is solving the key needs of customer communications and this is a great partnership opportunity for both of our companies.”

Tamara Phelan, Global Alliances Head at Solgari  added, “Partnering with SA Technologies brings our Dynamics 365  All-Channel Solution right to the heart of the verticals that have many issues in delivering digital transformation across their customer communications. Raj and the team have a first hand view of the customer need & the track record that will allow us to jointly deliver brilliant customer solutions.””

The solution is available for a 2 week trial on Microsoft AppSource: Solgari – the Dynamics 365 All-Channel Solution Microsoft AppSource or please contact raj@satechglobal.com for more information.

 

About SA Technologies  

SA Technologies Inc. is one of the few full-service providers which caters to almost all the industries.  SA Technologies’ strong organizational skills, in-depth business process knowledge and technical expertise in implementation services including iOT project experience make them one of the unique partners who can achieve the business objectives for clients with maximum operational efficiency.  SA Tech’s strength is in D365 Customer Engagement including PSA and FSA, Unified Operations (AX) and Business Central. SA Technologies (SAT) is one of the leading IT Consulting Companies based out of Santa Clara, CA and serving the clients for more than 16 years in North America, APAC, Middle East and India.  We have a proven record of building highly scalable, world-class consulting processes that offer tremendous business advantages to our clients in the form of huge cost-benefits, definitive results and consistent project deliveries across the globe. With more than 700 employees at over 6 locations worldwide, we generated $ 25 million of sales revenues in 2018.

We will continue to focus our efforts on steadily improving our technologies and services while actively developing new markets in order to continue expanding our business going forward.

Company Information:

For more information, please visit SA Technologies.

SA Technologies Contacts

Shaji Nanu – Microsoft Practice Director

shaji.nanu@satincorp.com

US: +1 408-724-9776


About Solgari

Solgari provides Compliant, All-Channel Cloud Communication Services to FinTech, Financial Services, eCommerce, Retail, Logistics, Recruitment & Government customers in 40 countries to date.

Solgari’s integrated cloud software service provides all the business communication channels – voice, video, chat, IM & SMS – while also including GDPR, PCI DSS & MiFID II compliant recording & archiving of all communications.

Customers can access all business communications & related compliance requirements regardless of location on a per user per month SaaS model while removing or avoiding the cost & complexity of legacy technology solutions.

For more information, please visit the company website and learn more about Solgari’s solutions at Solgari or simply review this 2 minutes video The Digital Race

 

Solgari Contacts

Tamara Phelan – Head of Partnerships & Alliances

tamara.phelan@solgari.com

US +1 855 304 0022 x 313

Canada: +1 647 477 0415 x 313

UK +44 808 238 9594 x 313

Ireland +353 1 246 1130 x 313

France: +33 170 770 335 x 313

Germany: +49 69 222 222 514 x313

 

Emily Hallinan

Emily.Hallinan@WeAreSpider.com

+44 (0)20 7403 6900

 

How Cloud Communications is Making Businesses More Agile

When, where and how the working world operates is changing fast, with people increasingly performing work and connecting with colleagues and customers outside typical workspace and office hours. Organisations are becoming more international and multinational, and offering both a greater global and local service can be achieved with one person and an internet connection.

Traditionally the idea of “agility” may have made for a good organizational goal or performance metric—today it’s an integral trait of successful companies.

agility n. 1. Ability to move quickly and easily, 2. Ability to think and make decisions quickly

Larger organisations are reassessing their needs and capabilities when it comes to being agile, mobile and innovative. They’re discovering that communication is key in this new, quick-paced world. Luckily the solution that offers the mobility, reliability and performance needed is also easy to implement, saves money and scales effortlessly: cloud communications.

Embedded Collaboration

Cloud communications software like Solgari offer seamless access to collaboration tools like voice and video conferencing, one-click meeting scheduling, instant messaging, desktop and document sharing and more, all within the same system.

Effortless Scalability

Whether you’re adding a new employee or a whole new regional team, your cloud communications solution can accommodate new users rapidly and seamlessly. All they need is a compatible device and an internet connection, no matter where in the world they are.

Flexible Growth

Cloud communications solutions include features and functionalities that can be turned on or off as needed, with no need for additional hardware or installation. If business development suddenly requires call archiving, this functionality can be added in an instant.

Integrated Applications

Cloud communications solutions includes all the usual communications tools, such as call forwarding and transfers, voice conferencing, messaging, auto attendant and call redirection, and offers advanced applications like click-to-call, interactive voice response, call archiving, skill-based routing, CRM integration and much more—all on a single, simple system.

Instant Connection

Make and receive calls and conduct on-the-fly meetings from any connected device, anywhere in the world. Plus, the Solgari cloud communications platform includes a click-to-call WebRTC functionality that lets customers click a link on any webpage to instantly initiate a call over the browser at no cost with your sales, service or customer care teams.

Reduced Costs

Consolidated cloud-based communications help minimise costs by virtually eliminating the need for traditional hardware like desktop phones and exchange boxes, and by offering dramatically reduced call rates.

Improved Performance

Cloud communications solutions help employees to perform better and achieve more, by offering reliable call quality, anywhere access and integrated features that keep employees connected to and informed of customers and each other.

Better Security

The Solgari cloud communications platform can automatically delete a customer’s credit card number from the call, log and handle payments, or use voice verification to confirm a customer’s identity, or record a call to preserve important information. Heightened, military grade, security is built into the system, ready to improve both service and compliance.

Precisely how the format and capabilities of cloud communications solutions will improve the agility of your organisation is for you to determine; however, it’s clear that the potential benefits are worth careful consideration by any organisation, regardless of location or operation. Talk to the team at Solgari to learn how our cloud communications platform can improve the agility of your organisation.

What Does The Future Hold For Cloud Communications?

As cloud communications gain greater acceptance in small and large companies around the world, the potential of unified communications and the capabilities of cloud communications services are being explored. Still a relatively new utility, cloud communications offers scalability, reliability and significant cost savings to the businesses that embrace it; however, those valuable benefits are now table stakes for the industry.

Innovative providers are looking ahead at what the future of cloud communications will look like. Five keys trends are emerging to shape that future, each offering new and improved capabilities that only cloud comms can provide.

1. Communications and Collaboration as One

As the modern workforce continues to become increasingly mobile and flexible, opportunities for direct collaboration are becoming highly valued. Cloud telecoms services connect people around the world while web collaboration programs let colleagues quickly respond to each other’s work—but the two have always been separate programs in the past.

Now innovative cloud communications software providers like Solgari are offering a real-time, instant feature rich suite of web collaboration tools as an integrated or standalone service through their cloud communications platform. In the next few years, you can expect to see the level of those collaborative features expand and their integration with cloud communications strengthened even further. Solgari are already changing the game here through the launch of our WebRTC, browser only, Web Collaboration software solution.

2. Increased Video Calling and Conferencing

While video conferencing has been available for several years, few companies routinely use it for communications, and even less use it externally. There’s a lot of potential in WebRTC based video calling that cloud communications is uniquely positioned to explore. As formats and codecs become standardised and broadband access is even further expanded, WebRTC video calling and conferencing will play a larger role in general communications both at and outside of work.

3. Simplification of Offerings

Often a barrier to current adoption of cloud communications is the idea that it’s one more thing to add to the collection of tools, apps and devices supposed to improve communication. The beauty of unified communications, however, is its potential to be exactly the opposite, by integrating and streamlining various methods of communications into one integrated software platform, such as Solgari.

Looking ahead, we’ll see even further integration, with providers offering everything from device to application as one complete service for all communications needs.

4. Customisation of Features

Cloud communications services offer a variety of customisable features designed to improve usability and personalise the user experience. However, the future of cloud communications will see the development and offering of customisation extend to user type, use case and business need.

For example, a shared centre environment includes accountants, payroll, I.T., legal, compliance, customer services personnel and more, all with different needs and applications for a communications system. Future customisation options will allow for different plans, rates and features for each use case.

5. Mobilisation to Enable Work and Innovation

Cloud communications capabilities allowed the modern workforce to go mobile, with colleagues across the world connecting and collaborating regardless of location or hour. In the coming years, cloud comms will further enhance that mobility as access to cloud-based applications and hosted data is better integrated across devices and services, providing users with a more seamless and reliable experience that becomes less of a talking point and more of just the way things are.

Solgari is already far ahead of the game when it comes to cloud communications, offering the world’s first truly integrated cloud communications platform. One Software Platform, One Provider, All Business Communications. Talk to the team at Solgari to learn how our cloud communications platform can streamline operations, enhance productivity and maximise performance in your organisation.

How Secure are Cloud Telephony Systems?

Adoption of cloud telephony systems continues to rise, yet there are still many organisations reluctant to make the move. This reluctance largely centres around concerns about data security. It’s understandable for businesses to be concerned about the security of their data. However, any concerns appear to be down to misconceptions and misunderstandings about the cloud.

Cloud technology is rapidly evolving. Even in the past 3 years alone, the innovations in cloud telephony and cloud contact centre technology have been incredible. Most of the security concerns about the cloud such as protecting data and sensitive information are simply old news.

The Fear of Cloud Telephony

Still, the word “cloud” causes many organisations to shudder with fear. Fears that a move to a cloud telephony system will diminish data security. Fears that the cloud will hinder an organisations ability to meet compliance. Fears about losing data control and transparency.

To dispel any fears, rumours, myths, misconceptions, misjudgements or misunderstandings about cloud telephony security, we’ve answered the most frequently asked questions.

Cloud Telephony Security FAQs

Cloud telephony is still a relatively new technology; is it more vulnerable to security breaches?

As adoption of new cloud telephony technologies surge, there is a misconception that security is a challenge yet to be addressed. However, security concerns are the same regardless of physical or virtual components. After all, when we refer to “the cloud”, we are still talking about data storage and applications within a data centre.

Will the level of data control and access be reduced?

No – quite the opposite in fact! With cloud telephony systems, you can enjoy better access and control over your data. Cloud telephony providers will provide you with administrator rights to control and access data. Data is typically archived calls and communication data i stored by cloud telephony providers using military grade call encryption. This archived data in the cloud can be accessed immediately through the call log search capability and is far ahead of in house systems from both a security and search capability.

Are local computers and networks better protected than cloud-based telephony systems?

Even though your data may be hosted with the cloud telephony’s provider datacentres, that doesn’t make it any less secure. If anything, a cloud-based telephony system offers an increased level of security over local computers and networks.

Cloud telephony providers can afford to invest in innovative, intelligent security measures far greater than any organisation could afford to deploy themselves.

Can the cloud help meet industry security and compliance requirements?

Cloud telephony providers like Solgari offer military grade data security which far exceeds compliance requirements. With industries such as banking and financial services facing heavy communications regulation, cloud telephony solutions hold the key to meeting strict compliance.

Cloud telephony systems can more securely and cost effectively meet PCI DSS, MiFID II, FCA, Central Bank, SEC and Safe Harbor requirements than traditional telephony systems.

The Cloud – Transforming Telephony Security

The real risk is that companies will fall behind their competition by not embracing cloud telephony and technologies. By moving to a cloud telephony system, companies can take a significant leap forward in terms of ensuring data security and meeting regulatory compliance.

With Solgari’s cloud communications platform, all compliance requirements can be met automatically. Data security and meeting compliance simply become concerns of the past for cloud adopters.

Are you ready to make the move to cloud communications? Get in touch with our expert team to learn how cloud communications can power your organization forward. Strengthen communications, streamline operations and cut costs with integrated cloud telephony & contact centre software.

 

Deutsche Bank: CIOs Move to Private Cloud – Why?

A number of CIOs around the globe express a “clear intention” to move legacy IT infrastructure to private clouds or shared services centers within their companies, according to a recently released survey from Deutsche Bank.

The ostensible reasons for choosing private cloud over public infrastructure-as-a-service are stability, security and service level agreements, the report said. “CIO perceptions, fair or not, are still for the most part that internal IT can provide these features more reliably than Amazon Web Services (AWS) and Microsoft Azure.”

The results come from interviews with CIOs at 26 companies around the globe with combined revenues of more than $1 trillion and IT budgets of about $20 billion.

That findings echo a recent survey of 112 CIOs by brokerage firm Piper Jaffray. Regarding public cloud, 35% of those CIOs said security was the main reason to keep data on premise. “In light of the increasing number of security breaches, we believe the movement of data and workloads to a public cloud provider will likely remain muted in 2015,” that report said.

The folks at Deutsche Bank say beyond those “ostensible” reasons, private cloud may be gaining traction as a way to safeguard the role of traditional IT by keeping things in-house. IT offers incremental cost savings, if not revolutionary ones, and doesn’t shift capital expenditure and risk to third-party providers.

At Solgari, we find this kind of thinking among industry leading CIO’s incredible for a couple of reasons:

This kind of big company CIO thinking is why we focus on mid-size companies that are looking to outsource their IT to cloud vendors who they know will always deliver a far more secure, cost efficient, innovative and easy to use service compared to what could be developed internally.