When insurance customers call to file a claim after a car crash or natural disaster, they expect answers—not a dropped call or buggy application. But IT performance issues can quietly undermine critical moments in the claims journey and put customer loyalty at risk.

Consider that today’s claims experience often involves a variety of touchpoints spanning emails, contact centers, cloud-hosted apps, video uploads and mobile portals—all of which depend on seamless network performance. Many contact center agents and claims professionals also work remotely. This environment makes it challenging to pinpoint common technical issues like latency (the voice delay between a customer and agent speaking via phone) and jitter (such as choppy audio or dropped calls), and even more difficult to resolve them quickly.