Meeting of the Minds
Expert On Demand
XpertUniverse, a provider of live, Web-based collaboration and business intelligence solutions, introduced its Expert On Demand solution, which enables real-time access to live experts during critical front-office and core insurance processes, as well as training sessions. "This system is valuable as an extension to how people learn today," says Frank Pollard, former senior vice president and chief information officer of Allstate Insurance and a member of the board of directors at XpertUniverse. "Assuming that one teacher delivers effectively to all students is an invalid assumption, so this technology allows learning through an expert that will work at the pace of the individual student," he explains.
The solution is an on-demand, in-context, Internet-based expert collaboration tool that addresses the problem of information sharing. Expert On Demand provides intelligence on employee availability, location and product expertise to ensure that the most appropriate human resource is connected with the customer, employee or business partner in need almost immediately. "For an insurance company, we help individuals learn and get advice and assistance from a training expert that can improve the completion rate on continuing education courses and agent training," says Elizabeth Eiss, president and COO of New York-based XpertUniverse.
"The company chooses who they want their experts to be, whether they are in-house or outsourced," explains Eiss. Xpert-Universe simply supplies the framework for communication and collaboration. "We are just leveraging materials and people and providing a new vehicle for making expertise more accessible at the moment of need."
According to Eiss, XpertUniverse is working with IBM (Armonk, N.Y.) to incorporate the human expert automation solution into model-driven insurance and financial services solutions based on IBM Insurance Application Architecture.
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