Interactive Intelligence IP Communications Software Suite Deployed by FirstCare Health Plans
December 14 2009 - 9:00AM
Business Wire
FirstCare Health Plans has reported improved customer service
and increased productivity using an all-in-one IP communications
software suite from Interactive Intelligence.
The software suite, Customer Interaction Center™ (CIC), has
given FirstCare 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 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.
FirstCare purchased CIC from Interactive Intelligence reseller,
Automated Voice and Data Solutions (www.avds.com). AVDS provided
the CIC implementation services, and is also responsible for
ongoing system management.
“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.”
CIC supports FirstCare’s 50 contact center employees located in
Lubbock, Texas. The company plans to deploy a redundant CIC
configuration as part of its disaster recovery strategy, and is
researching the use of CIC to take advantage of the product’s
extensive remote capabilities.
“We’re optimistic about CIC’s ability to support our company
values, which include excellence and a passion for service,” Garcia
concluded.
About FirstCare Health PlansFirstCare 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. Founded in
1985, FirstCare has expanded its geography far beyond Amarillo, and
currently provides cost-effective health care services and benefits
to Texans in counties across the North, Central, and Western
regions of the state. FirstCare’s corporate headquarters are
located in Austin, Texas with additional field offices in Abilene,
Amarillo, Lubbock, and Waco. FirstCare has approximately 142,000
members and generates annual revenues of $400 million. In addition
to offering a variety of HMO plans, FirstCare also owns Southwest
Life & Health Insurance Company, which offers FirstCare PPO and
life insurance products. FirstCare also acts as a third-party
administrator to Valley Baptist Health Plans, an affiliate of
Valley Baptist Health System in Harlingen, Texas. For additional
information, visit www.firstcare.com or call 800-431-7737.
About Interactive IntelligenceInteractive Intelligence
Inc. (Nasdaq: ININ) is a global provider of unified business
communications solutions for contact center automation, enterprise
IP telephony, and business process automation. The company was
founded in 1994 and has approximately 3,000 customers worldwide.
Interactive Intelligence is among Software Magazine’s top 500
global software and services suppliers, is ranked among Network
World’s top 200 North American networking vendors, is a
BusinessWeek “hot growth 50” company, and is among Fortune Small
Business magazine’s top 100 fastest growing companies. The company
is also positioned in the leaders’ quadrant of the Gartner 2008
Contact Center Infrastructure, Worldwide Magic Quadrant report.
Interactive Intelligence employs more than 600 people and is
headquartered in Indianapolis, Indiana. It has six global corporate
offices with additional sales offices throughout North America,
Latin America, Europe, Middle East, Africa and Asia Pacific.
Interactive Intelligence can be reached at +1 317.872.3000 or
info@inin.com; on the Net: www.inin.com.
This release may contain certain forward-looking statements that
involve a number of risks and uncertainties. Factors that could
cause actual results to differ materially are described in the
company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks
INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other
marks. All other trademarks mentioned in this document are the
property of their respective owners.
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