Carenet Selects Communications-as-a-Service from Interactive Intelligence
July 21 2010 - 9:00AM
Business Wire
Carenet, a health care services company, has selected the
Interactive Intelligence (Nasdaq: ININ) communications-as-a-service
(CaaS) offering.
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, according to Carenet’s
executive vice president, Vikie Spulak.
“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,” Spulak said. “The rich functionality
and unique VoIP-based ‘local control’ delivery model of the
Interactive Intelligence CaaS offering will empower our remote
employees to provide enhanced levels of service to our members,
while enabling us to meet security requirements by keeping our call
data stored locally. Its open, standards-based architecture will
also enable us to easily integrate it into our health management
system.”
Carenet 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. 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. “Key to achieving this goal is
giving our 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.”
Carenet’s team of professionals guides members through the
health care system assisting them with urgent medical needs,
treatment decisions, and program and service options available
through their health plan/employer. Outbound engagement programs,
which are tailored for each client, are designed to keep members
actively participating in their health in areas such as program
enrollment, visits with their physicians, and saving money on
prescriptions.
“Having a CaaS offering based on a comprehensive, open,
single-platform software solution will give our 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,”
Spulak said. “It will also help us strengthen our commitment to
members to provide reliable 24/7 support, 365 days a year.”
About Carenet
Carenet delivers measurable value through our cost-effective and
efficient solutions, which provide personalized member support and
medical assistance exclusively to America’s leading health care
organizations. We help our clients build and strengthen their vital
relationships with their members/patients. Founded in 1988 and
headquartered in San Antonio, Texas, Carenet supports 10 million
members nationwide. Carenet is also proud to be part of INC. 500’s
fastest-growing companies. Learn more about our customized
solutions at www.callcarenet.com or call 1-800-809-7000.
About Interactive Intelligence
Interactive 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 more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, 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 approximately 650 people and is
headquartered in Indianapolis, Indiana. It has 14 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.
ININ-G
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