The most common reasons customers interact with insurance providers are to process a claim, make a payment, register a complaint, change a premium or discuss a better offer from a competitor. The primary challenge for insurance providers is how to deliver an exceptional and differentiated customer experience in the most efficient manner.

In addition, the regulatory environment for insurance providers continues to grow more complex with a mix of regulators at the state, federal and international levels. A voice and data recording solution allows insurance providers to monitor and evaluate agent performance to increase the customer experience and help insurers verify compliance.