Customer Self-service Portals were preferred over other content websites to provide consolidated, customized and updated information. The trend moved towards one-click information on weather, cities, movies, music, communities, latest news, stock update and much more with customized and personalized user web space. Users started expecting the possibility of paying bills, checking bank accounts, transferring funds, city information and tracking insurance claims through a secure online platform. Users, no longer, wished to be caught in the slow and lengthy request-processing loop offered by call centers.
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March 16, 2018