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December 17, 2009

FirstCare Health Plans Chooses Interactive Intelligence's VoIP Contact Center Solution

By Patrick Barnard, Senior Web Editor, TMCnet

FirstCare Health Plans, a managed care company jointly owned by Covenant Health Systems and Hendrick Health Systems, has reportedly deployed Interactive Intelligence’s (News - Alert) flagship VoIP contact center solution, Customer Interaction Center (CIC), to improve its customer service.

According to a press release, the company is benefitting from the VoIP contact center solution’s intelligent multimedia routing capabilities, as well as its advanced quality monitoring, recording, and reporting features.

"CIC has provided our customers with new ways of communicating with us, including the addition of e-mail and Web chat," said Sylvia Garcia, vice president of operations, FirstCare Health Plans, in the release. "In addition, CIC's unique single-platform architecture has given us real-time visibility into all interaction queues so we can quickly adjust our workgroup staffing to optimize customer service while maximizing productivity."

Included with the VoIP contact center solution is Interactive Intelligence’s call recording application, Interaction Recorder, delivering multimedia recording, quality assessment control, compliance safeguards and archiving management via an intuitive interface.

"Interaction Recorder has enabled us to easily measure the effectiveness of our contact center representatives," Garcia said. "Our supervisors now have the ability to listen to call recordings, score team member's performance, and coach them to increase their effectiveness and further improve service levels."

FirstCare reportedly switched to CIC after determining that it was no longer worth it to maintain its existing Avaya (News - Alert) system. The company reportedly evaluated systems from several other vendors, including Cisco and Oracle. Implementation was carried out by Interactive Intelligence elite partner and systems integrator AVDS.

"AVDS' knowledge and experience in deploying CIC proved invaluable in helping us configure the most effective work flows and, overall, ensuring a smooth installation from start to finish," said FirstCare's IT project manager, Maurice Barnett. "With such a flexible product, this type of expertise was essential in maximizing our return on investment."

Interactive Intelligence made news earlier this month when it announced that Partners Mutual Insurance, a property and casualty insurance company, had migrated to CIC from its legacy Siemens (News - Alert) system. The company reportedly selected Interactive Intelligence’s VoIP contact center solution based on its “broad feature-set and cost-effectiveness.”

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

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