WagooMusic

Press Release Source: Interactive Intelligence on Monday September 26, 2011, 10:00 am EDT

INDIANAPOLIS & MONTREAL–(BUSINESS WIRE)– SecuriGlobe, one of the largest travel and health insurance firms in Canada, has deployed the Interactive Intelligence (Nasdaq:ININ – News) all-in-one IP communications software suite, Customer Interaction Center™ (CIC).

As a result of its CIC deployment, SecuriGlobe has experienced significant improvements in customer service, according to the company’s president, Mathieu Laplante.

“CIC’s all-inclusive single-platform architecture has streamlined our IT support, which has enabled us to be more responsive to customers,” Laplante said. “With CIC we can also now search and listen to call recordings, get a real-time view of contact center activity, and produce customized reports, all of which lets us better evaluate agent-customer interactions and more effectively train staff.”

CIC replaced a legacy PBX and a third-party recording product, which Laplante said was cumbersome to manage. “Our old system wasn’t integrated, lacked functionality, and didn’t provide us with the customization flexibility we needed,” he said.

Today, CIC supports all SecuriGlobe employees at its Montreal headquarters, giving them skills-based routing, Web chat and callback, multichannel recording and quality monitoring, reporting, unified messaging, and interactive voice response. SecuriGlobe also deployed CIC’s multichannel recording and scoring add-on application, Interaction Recorder®.

“Interaction Recorder® has given us a lot more insight into how well agents are able to field customer questions, and our supervisors now have a much better handle on the types of issues that come into the contact center,” Laplante said.

SecuriGlobe also purchased the CIC add-on application for workforce management, Interaction Optimizer®, which it plans to deploy in the next few months. “We expect to more accurately project staffing requirements based on call-flow patterns as a result of our Interaction Optimizer® deployment,” Laplante said. “This will help us further improve service, while increasing operational efficiencies and lowering internal costs.”

Consulting firm, Comtois & Carignan, helped SecuriGlobe select CIC. SecuriGlobe purchased the software from Interactive Intelligence partner, Quovim Solutions, who completed the deployment and provides ongoing support.

“Quovim took the time to get to know our business,” Laplante said. “The company’s staff had extensive knowledge of CIC and proactively worked with us to ensure we got the most out of the software. Equally important, Quovim got our system up and running in less than two months and we experienced no system disruption throughout the transition, even at peak call times.”

Quovim also helped SecuriGlobe integrate its customer relationship management application to CIC for screen-pop, and it has customized the software for further improvements to service.

“By design, some of our insurance agents only interact with certain sub-sets of our customer base,” Laplante said. “We’ve customized CIC to identify those sub-sets of customers, and through the use of its skills-based routing, transfer those callers to the agents who have been pre-designated to best serve their needs.”

SecuriGlobe believes that CIC will continue to support the company’s growth regardless of its direction.

“CIC’s software-based, single-platform architecture gives us maximum flexibility for adding applications that best meet our customers’ needs, while enabling us to work most efficiently,” Laplante concluded.

About SecuriGlobeSecuriGlobe is one of the largest travel and health insurance distributors in Canada. The company’s more than 70 employees insure over 150,000 clients annually. SecuriGlobe relies on a network of more than 1 800 partners across Canada and represents more than 14 different insurers. SecuriGlobe was founded in 1999 and is headquartered in Montreal, Canada. It can be reached at 866.666.0060 or on the Web at securiglobe.com.

About Interactive IntelligenceInteractive Intelligence Group Inc. (Nasdaq:ININ – News) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company’s solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. The company employs approximately 1,000 people and is headquartered in Indianapolis, Indiana. It has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1-317-872-3000 or info@inin.com; on the Net: inin.com.

This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company’s SEC filings.

Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.

One of the differences to be aware of between the Spanish spoken in Spain and that of Latin America is that the latter has taken in quite a few words from the American Indian languages.

Some of those words — tomate, for example (English tomato) — have become part of the universal Spanish lexicon, but many remain localized to particular Spanish-speaking countries in the Americas.

In particular, a large number of words in Mexican Spanish come from the Nahuatl language that still persists, to some degree, in the northern part of that country. you may therefore hear some of these words being used in Mexico and nowhere else.

A few of the ones you are more likely to encounter include chapulin (grasshopper), cenzontle (mockingbird), amate (a type of fig), camote (sweet potato), ejotes (green beans), zacate (grass), atole (a drink made from corn

meal), chicle (chewing gum), cajeta (caramelized milk), mecate (rope), comal (a flat pan), jacal (shack), naco (a crude or uncultured person), and papalote (kite).

Of course there are some words that have entered our own language from Spanish, that were also originally Indian words. These include (giving their English spelling here) iguana, cocoa, hurricane, barbecue, hammock, tobacco, papaya, canoe and potato.

If you are learning Spanish, the presence of American Indian words will add a new and interesting wrinkle to your efforts. Be on the lookout for these American adoptees as you learn to discern the differences between European Spanish and the tongue as spoken in the Western Hemisphere.

VATICAN CITY, SEPT. 19, 2011 (Zenit.org).- Benedict XVI’s trip home this week — his third pastoral visit to Germany as Pope and his first state visit — will be uniquely intense. The 84-year-old Pontiff will give 17 addresses and have nearly two dozen meetings in four days.

According to the director of the Vatican press office, this richness can partly be attributed to the fact that the Holy Father will be at home — “in his language and without a need for translators” and in “an atmosphere of esteem and appreciation.”

This was one of the observations made by Jesuit Father Federico Lombardi last Friday as he met with journalists to present the Pontiff’s Thursday through Sunday journey.

Father Lombardi suggested concentrating on the theme, “Where God is, there is a future,” so as not to overemphasize details such as the logo, which suggests people walking toward the cross.

The Jesuit pointed out that Benedict XVI was invited by the president of the German Federal Parliament, the Bundestag, and, therefore, would give his first address to Parliament.

Regarding the flight that will take the Holy Father from Berlin to Erfurt, a Luftwaffe A-340 plane, the spokesman specified that “it is the one used by the authorities on official visits,” and therefore there was no wish to change anything.

The press conference participants questioned Father Lombardi regarding a proposal made last autumn by 256 German, Austrian and Swiss theologians, calling for the abolition of priestly celibacy and the admission of women to the priesthood. The German Episcopal Conference opposed the statement, confirming at the same time its willingness to dialogue on the life and structures of the Church.

Father Lombardi recalled that on this issue there is ongoing “dialogue, reflection and debate in the Church of Germany; hence there is no need to expect that the Pope will enter into details.”

The Vatican spokesman reminded the press of Benedict XVI’s intention for the trip, that is, “to go back to the essential. Because the Church depends on belief in God and Jesus Christ, dead and risen, and not on celibacy. And about where God is in relation to society, at a substantial and profound level.”

A Mass in German will be celebrated Sunday, while on the other days, the Holy Father will use the canon in Latin, as in all Masses of papal trips.

The spokesman alerted the journalists that the Holy Father intends to speak to seminarians extemporaneously, without a text.

The spokesman highlighted various details of the three main stages of the trip, including Mass at Olympiastadion, where historical events intertwine, ranging from Hitler’s regime, to John Paul II beatifying there two Germans killed by Nazis, Father Bernhard Lichtenberg and Father Karl Leisner. Father Leisner was ordained a priest in the Dachau concentration camp by another prisoner, bishop of Clermont-Ferrand.