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November 30, 2011

St. Croix Orthopaedics Picks Interactive Intelligence's Enterprise IP Telephony Software Suite

By Anshu Shrivastava, TMCnet Contributor

St. Croix Orthopaedics has said that it has selected Interactive Intelligence Group’s enterprise IP telephony software suite, CustomerInteraction Center (CIC), for use throughout its organization.

It’s deploying CIC to replace an end-of-life Inter-Tel (News - Alert) system. St. Croix Orthopaedics plans to deploy CIC to support its 150 employees located across 11 locations throughout Minnesota and Wisconsin. It’s expected to use CIC for IP PBX (News - Alert), voice mail, desktop softphone, auto-attendant, multichannel routing and queuing, call recording, and reporting.

Plus, St. Croix Orthopaedics also plans to integrate CIC to its electronic medical records software and billing system for screen-pop.

Melanie Sullivan, Ed.D, CEO at St. Croix Orthopaedics, said that they looked at a wide variety of communications systems during their evaluation, and selected CIC based on its broad feature-set, reporting capabilities, and single-platform software architecture for ease-of-administration.

Using CIC, St. Croix Orthopaedics expects to improve its customer service. Sullivan said that CIC’s find-me/follow-me features will help connect callers to employees faster.

“By having better insight into call statistics, such as on-hold times, we’ll also be able to effectively staff for increased customer responsiveness and an improved patient experience,” she said.

Additionally, by aligning the organization’s workforce management needs with projected call volume, the costs can be better managed, Sullivan said.

Moreover since CIC is a single-platform software architecture, “it will enable us to administer it from a single location across all our distributed sites, we’ll potentially save money and time associated with staff support and travel,” Sullivan said.

St. Croix Orthopaedics purchased CIC from Interactive Intelligence (News - Alert) reseller, Computer Integration Technologies (CIT), which has been its IT partner for over 13 years.

Sullivan said that CIT’s recommendation of CIC was a primary factor in their decision because it was backed by more than a decade of guidance that’s helped in the deployment and maintenance of an effective IT infrastructure.

Interactive Intelligence Group is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

Earlier in August, Estate Information Services (News - Alert) deployed the Interactive Intelligence Group all-in-one IP communications software suite called CustomerInteraction Center (CIC) for use throughout its organization.


Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu’s articles, please visit her columnist page.

Edited by Rich Steeves



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