In its effort to improve member services, CAA Saskatchewan, an insurance, travel, and road-side assistance company, has selected Interactive Intelligence’s all-in-one IP communications software suite, Customer Interaction Center (CIC), in its efforts to improve member services.
CAA Saskatchewan is connecting all 12 of its branch offices using a single communications platform, replacing its hosted Nortel system.
“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, in a release. “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.”
CIC's IP-based architecture should enable CAA Saskatchewan to reduce its long-distance charges, including branch-to-branch phone calls, according to Schubert.
“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 partner KRP Communications USA, who is 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, which will deploy CIC add-on applications for multichannel recording and scoring, and customer feedback surveys, 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.”
Interactive Intelligence is a Platinum sponsor of ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brad Forsythe, Technical Sales Support at Interactive Intelligence, is speaking during “The Cloud Evolution in Contact Centers, UC in the Cloud: Understanding the Benefits and Challenges and The Contact Center: The Key to Social Media Success.” Tim Wittbrod, Technical Sales Support at Interactive Intelligence, is speaking during “The Role of Unified Communications in Social Work Patterns.” Don’t wait. Register now.
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