Payer organizations interact daily with virtually all segments of the healthcare industry, from sharing information on patient records to billing and payment. To improve how these activities are managed, payers must strategize on new ways to use information and communications (ICT) technology more effectively. For example, payers will need to unify call centers with back-end data systems to enhance the customer experience. In other areas such as claims processing, payers must achieve an automatic claim-adjudication rate of 80 percent, or higher, in the next five years to remain competitive, according to research from Gartner. In addition, payers and large employers will seek new business models that enable them to create innovative network offerings using telehealth technologies to improve access and lower healthcare costs.