Contact Center Solutions Featured Article

CSA Travel Protection Has Success After Using Customer Interaction Center

May 08, 2012

Since implementing Interactive Intelligence Group Inc.’s, Customer Interaction Center, CSA Travel protection has seen a decrease in operation costs and an increase in personal service deployment. CSA, a California-based company, has been in operation since 1991 providing customers all aspects of quality travel insurance and emergency services.


Europ Assistance (EA) owns CSA, which is a worldwide emergency assistance service company that began helping customers over 50 years ago. The company has been constantly expanding its services ever since. Together, EA and CSA have begun using the Customer Interaction Center (CIC), all-in-one IP communications software suite to help manage incoming calls, outbound dialing, customer feedback, call recording, rerouting customers, multichannel queuing, interactive voice response, and more.

“Unlike many telephony products that would have forced us to create an attendant profile separately for each phone number, CIC offered us a single table to create nearly 100 unique toll-free numbers with unique greetings for our multiple travel partners,” said CSA’s manager of IT operations, Ann Marie Henderling. “This has resulted in huge labor-related cost savings.”

Interactive Intelligence said it developed the CIC platform to be a true communication solution saying it will “manage every step of the customer experience, the Interactive Intelligence Customer Interaction Center is an all-in-one contact center solution: A single application suite, supported on a single multichannel platform architected for SUP and voice over IP (VoIP).”

The company continued saying, “CIC is well-suited for contact centers up to 5,000 agents, as well as for business enterprises from 100 to 15,000 users. Small or large, your organization supports growth by adding servers, and licensing only what it needs. CIC is a proven solution for multi-site deployments, and especially for fully SUP-supported VoIP system implementations.”

The new CIC program has been instrumental in CSA’s success. “I’m so spoiled by Interactive Intelligence,” Henderling said. “I really can’t imagine life without it. One time another vendor tried to convince us to move to a competitive product, but it was a piecemeal solution that would’ve been so cumbersome to manage. CIC is cost-effective and easy to use, which has given us a competitive advantage.”




Edited by Brooke Neuman



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