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 firstname.lastname@example.org; 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.
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