CAA Saskatchewan Selects Interactive Intelligence IP Business Communications Solution
August 29 2011 - 10:00AM
Business Wire
CAA Saskatchewan, an insurance, travel, and road-side assistance
company, has selected the Interactive Intelligence (Nasdaq: ININ)
all-in-one IP communications software suite, Customer Interaction
Center™ (CIC), for use throughout its organization.
CAA Saskatchewan is replacing its hosted Nortel system with CIC
to improve member services by connecting all 12 of its branch
offices using a single communications platform.
“Our previous system had several limitations, including an
inability to verify if callers had been transferred between
branches, or to our roadside assistance department,” said CAA
Saskatchewan’s director of technology services, Paul Schubert.
“With CIC, we’ll gain so much more functionality relative to agent
availability, caller information, and call routing, all of which
will help us improve member services.”
As a result of CIC’s IP-based architecture, CAA Saskatchewan
also anticipates a reduction in long-distance charges, including
branch-to-branch phone calls, according to Schubert.
CAA Saskatchewan will use CIC across its entire enterprise to
support the company’s membership and automotive services, roadside
assistance, and insurance and travel divisions.
CAA Saskatchewan selected CIC after narrowing its search to a
short list composed of Cisco and Interactive Intelligence.
“We selected CIC because of its single-platform, all-in-one
architecture,” Schubert said. “This unique, truly unified
architecture meant that we would no longer struggle to make
applications work together. It also meant we would be able to
easily and quickly make system changes.”
CAA Saskatchewan purchased CIC from Interactive Intelligence
elite partner KRP Communications USA, who is also assisting the
company with its deployment.
“KRP guided us through the vendor selection process based on our
unique needs,” Schubert said. “The team’s market knowledge,
combined with its ability to really listen to our problems, helped
us arrive at a decision in which we’re confident.”
CAA Saskatchewan will also deploy CIC add-on applications for
multichannel recording and scoring, and customer feedback surveys.
It also plans to capitalize on CIC’s remote support by offering an
at-home worker program.
“Our previous system didn’t support at-home workers, and being
located in central Canada we are often hit hard with winter snow
storms,” Schubert said. “Using CIC to transparently route calls to
agents working from home will improve our customer service,
especially during really bad weather or natural disasters when we
might otherwise have insufficient agents to answer calls.”
About CAA SaskatchewanCAA Saskatchewan serves more than
185,000 members, offering benefits and services through its
nonprofit motor club, its travel and insurance agencies, and its
auto maintenance and repair facilities. CAA Saskatchewan also
advocates for motorists and travellers, supporting traffic safety
and environmental programs, and addressing related public policy
issues. CAA Saskatchewan was founded in 1917 and has 12 offices,
two vehicle repair and maintenance facilities, and one call centre
throughout the region, staffed by approximately 250 employees. CAA
Saskatchewan can be reached at 800.564-6222, or on the Web at
www.caask.ca.
About Interactive IntelligenceInteractive Intelligence
Group 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. The company
employs approximately 1,000 people and is headquartered in
Indianapolis, Indiana. It has 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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