Business Process Automation Featured Article
Lasik MD Improves its Operations with Interactive Intelligence's Customer Interaction Center
As the company grew, management became aware of the limitations of these different systems. Not only were these separate systems cumbersome and costly to maintain, they also didn’t provide the features and functionality the company really needed.
For example, there were problems in terms of integrating these disparate systems with the contact center, to create a fully unified system -- plus there were limitations in terms of the contact center system’s scalability.
The scalability issue was a particularly serious problem for Lasik MD, as the company makes heavy use of broadcast and print advertising about its surgeries. These advertisements result in periods of heavy or “peak” call volume in the contact center – and the agents must be able to provide prompt service during these periods.
He added that the reporting module for the BCM was “limited.”
“We could get metrics on overall performance, but not in real-time, and not for each agent,” he said. “We had no way of knowing how many calls each agent answered, or how much time they spent not taking calls. In addition, our reporting server did not always synch properly with the BCM system, resulting in a loss of historical data.”
The cost and difficulty in integrating the disparate telephony systems was also a problem. Having separate phone systems at each location meant that about 30 percent of all calls were being answered by clinic staff.
“Our staff needed to spend more time with in-office patients, instead of answering calls,” Lapierre said. “There was also no recording capability, which the Lasik MD staff knew they needed for training and quality assurance.”
The company knew it wanted a VoIP-based system that could not only scale but also unify all of its locations. In addition the company wanted a solution that could be easily integrated with other key systems, including its CRM system.
“We wanted a solution that was user-friendly for both our clinic staff and IT administrators,” Lapierre said. “With our existing system, if we wanted to change IVR menus, we needed to work with a third party.”
Lasik MD found what it wanted in Interactive Intelligence’s (News - Alert) Customer Interaction Center solution. With this VoIP-based, “all-in-one” contact center system, the company has been able to seamlessly unify its communications and dramatically increase scalability, as well as gain the advanced features and functionality it needed.
In addition, the CIC system has opened up opportunities for Lasik MD to tap into new business models – including the much-coveted home-based agent model.
“We were constrained by the size of our contact center offices in the past, so we couldn’t even think about adding more agents as we grew,” Lapierre said. “With CIC, we can easily bring on new agents without worrying about office space.”
Interactive Intelligence is a Platinum Sponsor of ITEXPO East 2010, scheduled for Jan. 20-22 at the Miami Beach Convention Center in Miami, Fla. Rick Chin
Solutions Marketing Manager, Interactive Intelligence, will be co-presenting two sessions during the conference, including “Multi-channel Contact Centers - Lessons Learned,” from 12 noon to 12:45 p.m., Wednesday, Jan. 20, and “Unified Customer Communications – Beyond UC,” from 2:45 to 3:30 p.m., Wednesday, Jan. 20. To attend these informative sessions and more, register now.
Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.
Edited by Patrick Barnard