MJ Insurance Uses Interactive Intelligence Enterprise IP Telephony Solution to Increase Employee Productivity & Improve Service
August 31 2011 - 10:00AM
Business Wire
MJ Insurance, among the 100 largest privately-held insurance
agencies in the U.S., has reported increased employee productivity
and improved customer service as a result of deploying the
Interactive Intelligence (Nasdaq: ININ) enterprise IP telephony
software suite, Customer Interaction Center™ (CIC).
“CIC’s unified messaging has given our business users access to
voice mail and email from a single inbox, which has reduced the
amount of time they spend chasing down and responding to messages,”
said director of operations for MJ Insurance, Donna Bender. “Adding
to this increased productivity is the fact that CIC gives employees
unified messaging access from a mobile device or a web browser so
they are equally productive from the road – something our sales
force has really benefitted from.”
MJ Insurance has also reported improved customer service as a
result of CIC’s presence management feature.
“By giving employees visibility into the presence or status of
others – such as ‘on the phone,’ ‘at lunch,’ or ‘on vacation’ – we
can more effectively route customer and partner calls for better
service,” Bender said.
MJ insurance replaced a Siemens PBX and an Octel voice messaging
system with CIC. The company sought a new system after learning
that Siemens would no longer support replacement parts.
“The trigger to replace our system was the end-of-life notice,
but it proved ideal for taking advantage of new unified
communications features, while tying our two offices together using
a single-platform telephony solution,” said IT project manager for
MJ Insurance, Kathy McDonald.
The insurance company selected CIC based on its architecture,
features, and ease-of-use, according to McDonald. “We loved CIC’s
unique single-platform architecture that ran a wide range of
unified communications applications,” she said. “This simplified
architecture meant faster deployment and easier management.”
MJ Insurance purchased CIC through Interactive Intelligence
reseller, Communications Products Inc., who also managed the
software deployment.
“CPI kept our deployment team on-track and on-schedule, while
providing the expertise we needed to ensure we would get maximum
value from CIC,” Bender said.
Today, CIC supports all MJ Insurance employees located at its
Indianapolis headquarters and at its Phoenix office. CIC gives MJ
Insurance employees functionality for IP PBX, unified messaging,
voice mail, auto-attendant, conferencing, reporting, and a desktop
client with presence management and corporate directory
look-up.
“CIC has given us four-digit dialing between our two locations
and we can now see who’s available at each office, which has
enabled us to service customers faster and more effectively,”
McDonald said. “CIC’s features, such as conferencing, are also much
simpler to use than our old system.”
According to Bender, the combined benefits of CIC have helped
the company fulfill its overarching mission. “Our mission statement
focuses on giving employees the tools they need to exceed client
expectations, while providing competitive differentiation,” she
said. “CIC’s streamlined and flexible architecture has enabled us
to adapt it to our unique business needs instead of the other way
around, which means we can use it to directly support our mission
statement for the benefit of the entire company and our
customers.”
About MJ Insurance
MJ Insurance is a property-casualty insurance agency
specializing in construction, manufacturing, sororities, coal
mining, transportation, and other commercial sectors. The company
also provides comprehensive employee benefit programs. MJ Insurance
is the largest locally-owned, privately-held, independent insurance
agency in Indiana. It is currently ranked among the top 100 in the
U.S., according to Insurance Journal publications. MJ Insurance was
founded in 1964 and is headquartered in Indianapolis, Indiana with
an office in Phoenix, Arizona. For more information, visit
www.mjinsurance.com, or call 317.805.7500.
About Interactive Intelligence
Interactive 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. It employs approximately 1,000 people and is headquartered
in Indianapolis, Indiana. The company 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 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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