Travel insurance company uses all-in-one IP communications software suite to reduce costs and personalize customer service
CSA Travel Protection has reported reduced costs and more personal service as a result of deploying Interactive Intelligence Group Inc.'s all-in-one IP communications software suite, Customer Interaction Center™, throughout its organization.
The travel insurance company uses CIC for its unified IP communications applications, just as interactive voice response, auto-attendant, multichannel queuing and routing, call recording, outbound dialing, workforce management, customer feedback surveys, and more. It as well uses CIC to personalize customer service for its many different travel partners.
"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 near 100 unequalled toll-free numbers with unequalled 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."
CSA as well credits CIC for simplifying system management, which has furthermore reduced costs. "The fact that all of CIC's applications run on a single, standards-based platform makes it very easy to manage," Henderling said. "We're now able to make system changes on our own without calling tech support. This has resulted in additional cost savings, plus we're able to adapt faster to customer needs."
CIC supports all of CSA's agents and business users, giving the latter unified messaging for anytime/anywhere access to email, voice mail and faxes via a single inbox. CIC as well gives CSA's business users presence management so they can check the status of colleagues, for more efficient communications.
Interactive Intelligence Group Inc. is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries just as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 clients worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2011 Top 500 Global Software and Service Providers. It employs more than 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.
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