Solution architectures today are typically derived fromopen-ended questions designed to discover customer needs. However,insurance companies can now approach customers with insights-basedassertions that rest on the belief that true innovation emergesfrom disruptive ideas that make customers aware of unknown needs.According to Gartner's report "Agenda Overview for P&C and Life insurance2014," three concerns for change stand out for insurancecompanies–profitability and business growth, cost savings andcustomer centricity. The study further indicates insuranceexecutives struggle to maintain legacy products whilesimultaneously addressing concerns about future innovation. Thismakes innovation sound like a scary proposition, but applyinginnovation does not have to be scary. All carriers have legacynetwork infrastructures in place today that have the potential tobecome far more intelligent networks by deploying new collaborationservices.

It requires a C-suite sponsor who understands the ROI oftechnology implementations and then gives authority to go-gettersand mobilizers within their organizations to implement thesechanges. These individuals are motivated by organizationalimprovement and are constantly looking for good ideas. Theymobilize actions around great insights wherever they find them. Allcarriers have legacy network infrastructures in place today thathave the potential to become far more intelligent networks bydeploying new collaboration services.

How does this address Gartner's three business concernsfor 2014?

Carriers can improve processes, reduce costs and better retaincustomers via effective collaboration and communication, as aservice layer on top of existing installed network assets.

The implication of new service layers enables face-to-facecollaboration without place-to-place travel. A benefit of these newservice layers is process-driven collaboration that integratesunified communications and collaboration technologies deeply intothe carriers' business processes, such as sales and claims. One wayto deliver deep business insights is through strategicpartnerships, such as Accenture & Cisco Business Group (ACBG)alliance joint offerings. Accenture and Cisco formed the alliancepartnership around collaboration solutions using unifiedcommunications and collaboration technologies that speed up claimsapprovals by quickly harnessing the input of dispersed decisionmakers.

An alliance also provides the ability to develop insurancebusiness solutions (i.e. claims, distribution and policyadministration) using unified communications and collaborationelements smartly connected and effectively woven into a carrier'sbusiness processes. They fundamentally change how the organizationdoes business. By restructuring work aroundcollaboration to execute processes in a way not possiblebefore, the ACBG alliance can help the carrier's entireorganization speed innovation and project delivery, allowing theteam to make decisions faster while maintaining a competitive edge,productivity and savings. Collaboration solutions also helporganizations achieve measurable results, including:

• Lower operating and capital expenditures
• Decrease travel expenses–by an estimated 20% to 40%
• Achieve estimated increases in productivity
• Improve customer service.

True innovation emerges from disruptive ideas that revealunknown needs.Alliance partnerships help elevate combinedcompanies' capabilities, which in turn help insurers withinsight-based solutions.