We concur with Ara Trembly, NU's technology editor, in his Oct. 30 column that lack of awareness, rather than apathy, is the real obstacle to single-entry, multi-company interface. In addition, genuine confusion and skepticism are probably major stumbling blocks to achieving SEMCI.
The issue may not be that agents do not use real-time. Rather, it may be a question of which real-time or how many real-time workflows they use.
Agents are being directed into multiple real-time workflows and pathways by different carriers. In many cases, agents are directed into multiple workflows by the same carrier for the same transaction. Among the possibilities to consider:
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