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3rd Party Remote Call Monitoring Feature

February 24, 2010

Rockford Files Now on Interactive Intelligence

By David Sims, TMCnet Contributing Editor
Rockford Mutual Insurance, a property and casualty insurance company, has reported 'increased efficiencies and reduced costs' in its claims department after deploying content management and workflow products from Interactive Intelligence (News - Alert).

The Interactive Intelligence products used are part of the company’s AcroSoft product line, designed to 'streamline insurance processes by digitizing documents into electronic format for more effective access and routing,' according to Interactive officials.

Rockford Mutual Insurance vice president of claims, Roger Kaage, said the efficiencies have led to lower operating costs by re-allocating human resources, 'so we’re able to process more claims without adding staff.”

Having never used an electronic content management product, Kaage said, the company needed something easy to use that could 'integrate with our existing databases.'

Earlier this month TMC's (News - Alert) Patrick Barnard reported that Unum, a provider of employee benefits products and services, deployed Interactive Intelligence’s Customer Interaction Center to 'improve efficiencies for its distributed contact centers and home-based agents.'

In a release, Barnard reported, Randy Chapman, Unum’s vice president of IT communications services, said the company chose the CIC platform because of its all-in-one, all-software architecture: 'CIC delivers all core call center applications, including ACD, IVR, call monitoring/recording, workforce management, reporting, customer surveys and more, all tightly integrated on a single platform,' Barnard wrote.

The product handles multimedia contacts including phone, email, Web chat and SMS via a single queue, and offers intelligent call routing enabling all types of contacts to be routed to any agent on the system based on their skills.

Rockford Mutual Insurance was assisted with the installation by a “Live in Five” Interactive Intelligence implementation and training program. Kaage described the program as 'tailored to our needs so we could get the most out of it. Our users were trained in five days and the cut-over was smooth.”

Rockford Mutual Insurance plans to expand its Interactive Intelligence deployment this year to support its underwriting department.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Patrick Barnard
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