Business Process Automation Featured Article
FirstCare Health Plans Improves Customer Service, Productivity with Interactive Intelligence
The all-in-one IP communications software suite from Interactive Intelligence (News - Alert), Customer Interaction Center, has provided FirstCare with the ability to support multichannel communications, in addition to new quality monitoring, recording and reporting applications. FirstCare replaced its Avaya system with CIC after evaluating systems from several other vendors, including Cisco (News - Alert) and Oracle.
The Interaction Recorder, a CIC add-on application, has also delivered value to FirstCare. Garcia noted that this app has enabled the company to easily measure the effectiveness of its contact center representatives. Interaction Recorder provides supervisors with the ability to listen to call recordings, score team member’s performance and coach them to increase their effectiveness and further improve service levels.
Automated Voice and Data Solutions served as the reseller of the CIC solution for FirstCare, providing the implementation services. AVDS is also responsible for the ongoing management of the system.
FirstCare’s 50 contact center employees in Lubbock, Texas are supported by the CIC. As part of its disaster recovery strategy, FirstCare plans to deploy a redundant CIC configuration and is researching the use of CIC to take advantage of the product’s extensive remote capabilities.
In other Interactive Intelligence news, Partners Mutual Insurance also deployed Interactive Intelligence's CIC. The company had been using insurance solutions from AcroSoft – which Interactive Intelligence acquired in May – since 2005.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Erin Harrison