Business Process Automation Featured Article

Carenet Selects Communications-as-a-Service from Interactive Intelligence

July 23, 2010

Carenet, a health care services company, has selected the Interactive Intelligence communications-as-a-service (CaaS) offering.


Interactive Intelligence (News - Alert) Inc. is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

According to Carenet's executive vice president, Vikie Spulak, Carenet selected the hosted contact center automation offering based on its ability to meet the company's needs for rapid scalability, a broad feature-set, easy CRM integration, 24/7 support, and secure remote workforce access.

"A shortage of clinicians is fueling the health care crisis in the United States, so to recruit and retain the best talent we use a remote clinician workforce," said Spulak.

He said that the rich functionality and unique VoIP-based 'local control' delivery model of the Interactive Intelligence CaaS offering will empower the company’s remote employees to provide enhanced levels of service to the members, while enabling the company to meet security requirements by keeping call data stored locally.

“Its open, standards-based architecture will also enable us to easily integrate it into our health management system," said Spulak.

Officials with Carenet said that the company will use the Interactive Intelligence CaaS offering to support more than 250 employees located at its corporate office in San Antonio, in addition to remote clinical staff located throughout the United States.

Company officials said that Carenet plans to deploy the following Interactive Intelligence hosted functionality: desktop call control, presence management, interactive voice response, multichannel routing and queuing, workforce management, automated notifications, and automated post-call satisfaction surveys.

"Delivering a level of service that members will rave about is our number-one goal," Spulak said.

He said that key to achieving this goal is giving the employees tools that enhance members' experience and that measure member satisfaction in real-time.

“The surveying and notification capabilities of the Interactive Intelligence CaaS offering will enable us to receive confidential, immediate feedback so we can better achieve our mission of providing support that is highly personalized and surpasses member expectations," said Spulak.

He said that having a CaaS offering based on a comprehensive, open, single-platform software solution will give the company’s team all the tools they need to provide members with efficient, personalized service whether they want to interact by phone, fax, e-mail or the Web.

“It will also help us strengthen our commitment to members to provide reliable 24/7 support, 365 days a year," said Spulak.


Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.

Edited by Juliana Kenny

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