The Co-operators Selects IP Business Communications Solution from Interactive Intelligence
May 10 2011 - 10:00AM
Business Wire
Several member companies of The Co-operators Group Ltd., a
Canadian–owned, multi-product insurance company, have selected the
Interactive Intelligence (Nasdaq: ININ) all-in-one IP
communications software suite, Customer Interaction Center™
(CIC).
The Co-operators Life Insurance Company, HB Group Insurance
Management Ltd., L’Union Canadienne, TIC Travel Insurance
Coordinators, and Co-operators General Insurance Company selected
CIC to consolidate their multiple communications technology systems
across several of their coast-to-coast locations, which are staffed
by nearly 2,500 employees.
“Many of our existing systems were nearing their end of life,”
said The Co-operators executive VP and CIO, Hugh Cumming. “In
addition, these multi-vendor systems made it challenging for our
physically disparate member companies to effectively communicate
with one another and with clients across multiple lines of
business.”
The Co-operators selected CIC over competitive products after it
scored the highest overall based on an extensive set of evaluation
criteria.
“CIC’s unique open, single-platform software architecture with a
broad range of multichannel applications best met our requirements,
particularly our need to simplify administration, reduce costs and
enhance customer experiences,” Cumming said. “Having a common
dialing plan and being able to do things like route, queue, and
report on multichannel interactions across locations will also
enable us to increase productivity and better integrate service
channels for our clients.”
In addition to CIC, The Co-operators purchased add-on
applications for multichannel recording and scoring, outbound
dialing, and customer feedback surveys.
As a result of its CIC deployment, The Co-operators anticipate
the following benefits:
- Reduced costs by eliminating long
distance charges, simplifying system management, and consolidating
technology redundancies across locations.
- Increased efficiencies by improving
member-to-member communications.
- Improved service with the ability to
better monitor interactions, engage in proactive customer contact,
and obtain real-time customer feedback.
About The Co-operators
The Co-operators Group Limited is a Canadian-owned co-operative
with more than $40 billion in assets under administration. Through
its group of companies it offers home, auto, life, group, travel,
commercial and farm insurance, as well as investment products. The
Co-operators is well known for its community involvement and its
commitment to sustainability. The Co-operators is ranked #2 among
the 50 Best Corporate Citizens in Canada and listed among the 50
Best Employers in Canada. For more information, visit
www.cooperators.ca.
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’s solutions, which can be deployed via an
on-premise or hosted model, include vertical-specific applications
for insurance and collections. Interactive Intelligence was founded
in 1994 and has more than 4,000 customers worldwide. The company is
among Software Magazine’s 2010 Top 500 Global Software and Services
Suppliers, and Forbes Magazine’s 2010 Best Small Companies in
America. Interactive Intelligence is also positioned in the
leaders’ quadrant of the Gartner Magic Quadrant for Contact Center
Infrastructure, Worldwide report (Feb. 22, 2010). The company
employs more than 800 people and is headquartered in Indianapolis,
Indiana. It has 19 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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