SecuriGlobe Deploys Interactive Intelligence IP Business Communications Solution
September 26 2011 - 10:00AM
Business Wire
SecuriGlobe, one of the largest travel and health insurance
firms in Canada, has deployed the Interactive Intelligence (Nasdaq:
ININ) all-in-one IP communications software suite, Customer
Interaction Center™ (CIC).
As a result of its CIC deployment, SecuriGlobe has experienced
significant improvements in customer service, according to the
company’s president, Mathieu Laplante.
“CIC’s all-inclusive single-platform architecture has
streamlined our IT support, which has enabled us to be more
responsive to customers,” Laplante said. “With CIC we can also now
search and listen to call recordings, get a real-time view of
contact center activity, and produce customized reports, all of
which lets us better evaluate agent-customer interactions and more
effectively train staff.”
CIC replaced a legacy PBX and a third-party recording product,
which Laplante said was cumbersome to manage. “Our old system
wasn’t integrated, lacked functionality, and didn’t provide us with
the customization flexibility we needed,” he said.
Today, CIC supports all SecuriGlobe employees at its Montreal
headquarters, giving them skills-based routing, Web chat and
callback, multichannel recording and quality monitoring, reporting,
unified messaging, and interactive voice response. SecuriGlobe also
deployed CIC’s multichannel recording and scoring add-on
application, Interaction Recorder®.
“Interaction Recorder® has given us a lot more insight into how
well agents are able to field customer questions, and our
supervisors now have a much better handle on the types of issues
that come into the contact center,” Laplante said.
SecuriGlobe also purchased the CIC add-on application for
workforce management, Interaction Optimizer®, which it plans to
deploy in the next few months. “We expect to more accurately
project staffing requirements based on call-flow patterns as a
result of our Interaction Optimizer® deployment,” Laplante said.
“This will help us further improve service, while increasing
operational efficiencies and lowering internal costs.”
Consulting firm, Comtois & Carignan, helped SecuriGlobe
select CIC. SecuriGlobe purchased the software from Interactive
Intelligence partner, Quovim Solutions, who completed the
deployment and provides ongoing support.
“Quovim took the time to get to know our business,” Laplante
said. “The company’s staff had extensive knowledge of CIC and
proactively worked with us to ensure we got the most out of the
software. Equally important, Quovim got our system up and running
in less than two months and we experienced no system disruption
throughout the transition, even at peak call times.”
Quovim also helped SecuriGlobe integrate its customer
relationship management application to CIC for screen-pop, and it
has customized the software for further improvements to
service.
“By design, some of our insurance agents only interact with
certain sub-sets of our customer base,” Laplante said. “We’ve
customized CIC to identify those sub-sets of customers, and through
the use of its skills-based routing, transfer those callers to the
agents who have been pre-designated to best serve their needs.”
SecuriGlobe believes that CIC will continue to support the
company’s growth regardless of its direction.
“CIC’s software-based, single-platform architecture gives us
maximum flexibility for adding applications that best meet our
customers’ needs, while enabling us to work most efficiently,”
Laplante concluded.
About SecuriGlobeSecuriGlobe is one of the largest travel
and health insurance distributors in Canada. The company’s more
than 70 employees insure over 150,000 clients annually.
SecuriGlobe relies on a network of more than 1 800
partners across Canada and represents more than 14 different
insurers. SecuriGlobe was founded in 1999 and is headquartered in
Montreal, Canada. It can be reached at 866.666.0060 or on the Web
at www.securiglobe.com.
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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