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Unum Picks Interactive Intelligence's All-in-One IP Communications Suite

February 04, 2010

Employee benefits products and services provider, Unum has reportedly purchased the Interactive Intelligence all-in-one, IP communications software suite, Customer Interaction Center (CIC), to improve efficiencies for its distributed contact centers and work-at-home users.

Officials at Unum said that they choose CIC over competitive products for its single-platform, all-in-one architecture that gave them functionality they required, along with simplified management and a low total cost of ownership.

In a release, Randy Chapman, Unum’s vice president of IT communications services said that the technology previously supporting their contact centers was largely dated and came from multiple vendors and could simply no longer effectively support their business goals, particularly with the expansion of our distributed contact centers and work-at-home service representatives and thus they went with CIC which met all their criteria.

In addition to CIC, Unum has also bought add-on applications for outbound/blended dialing and campaign management; multichannel recording and quality monitoring; workforce management; and automated customer feedback surveys.

“We anticipate numerous benefits as a result of deploying the CIC software suite, including improved service through real-time customer feedback data and consolidated reporting,” Chapman said. “We also expect increased service efficiencies through new features such as skills-based routing across multiple sites and blended dialing.”

CIC is a powerful application for managing phone calls, web chats, faxes and email, for all of business users, agents and, supervisors. Its features claim to bridge the gap between location and technology, allowing businesses to take advantage of every aspect of unified communications and interaction management.

Its inherent platform components, enhanced applications and easily-licensed add-on features offer broad integration to business systems and expanded mobility, which is a benefit to any business.

The current deployment of Interactive Intelligence software will support more than 1,000 Unum customer service representatives, of which 40 percent are at-home workers.

Jyothi Shanbhag is a contributing editor for ContactCenterSolutions. To read more of Jyothi's articles, please visit her columnist page.

Edited by Patrick Barnard