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FirstCare Health Plans Leverages Interactive Intelligence IP Communications Software SuiteDec 17, 2009 (Close-Up Media via COMTEX) -- FirstCare Health Plans has reported improved customer service and increased productivity using an all-in-one IP communications software suite from Interactive Intelligence. In a release, the Company noted that the software suite, Customer Interaction Center (CIC), has given it the ability to support multichannel communications, along with new quality monitoring, recording, and reporting applications. "CIC has provided our customers with new ways of communicating with us, including the addition of e-mail and Web chat," said FirstCare's vice president of operations, Sylvia Garcia. "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." FirstCare's use of the CIC add-on application, Interaction Recorder, has added further value, according to Garcia. "Interaction Recorder has enabled us to easily measure the effectiveness of our contact center representatives," she 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 said that it replaced its Avaya system with CIC after evaluating systems from several other vendors, including Cisco and Oracle. "Our Avaya system was no longer supported and after reviewing alternative solutions, CIC proved to be the most flexible, feature-rich, and cost-effective option," said FirstCare's IT project manager, Maurice Barnett. "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," Barnett said. "With such a flexible product, this type of expertise was essential in maximizing our return on investment." FirstCare Health Plans is a for-profit managed care company owned by two highly-respected, not-for-profit health care organizations: Covenant Health Systems in Lubbock, and Hendrick Health Systems in Abilene. Interactive Intelligence Inc. is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. ((Comments on this story may be sent to [email protected])) |