Many multi-site companies share a common scenario. They have one or more PBX (News - Alert)/key systems per location, often accompanied by others for voice mail, interactive voice response (IVR), call centers, call accounting and administration consoles. The combination of disparate technologies creates architectures that are expensive and difficult to maintain. This leads to complicated and compromised business continuity plans.
For member companies of The Co-operators Group Ltd., a Canadian–owned, multi-product insurance company, consolidating was an ever-present need as their multiple communications technology systems were at their end. Staffed by nearly 2,500 employees, The Co-operators Group Limited is a Canadian-owned co-operative with more than $40 billion in assets under administration. Through its group of companies it offers home, auto, life, group, travel, commercial and farm insurance, as well as investment products. The Co-operators include The Co-operators Life Insurance Company, HB Group Insurance Management Ltd., L’Union Canadienne, TIC Travel Insurance Coordinators, and Co-operators General Insurance Company.
For their communication needs, The Co-operators selected Interactive Intelligence (News - Alert) all-in-one IP communications software suite, Customer Interaction Center, to consolidate systems across several locations over competitive products after it scored the highest overall based on an extensive set of evaluation criteria.
Customer Interaction Center (CIC) is an all-in-one contact center solution: a single pre-integrated application suite, supported on a single multichannel platform architected for SIP and voice over IP (VoIP). With CIC’s desktop features, agents, supervisors and remote agents solve problems, upsell, and build customer relationships.
“CIC’s unique open, single-platform software architecture with a broad range of multichannel applications best met our requirements, particularly our need to simplify administration, reduce costs and enhance customer experiences,” said The Co-operators executive VP and CIO, Hugh Cumming.
By implementing CIC, The Co-operators anticipate many benefits, including a reduction in costs by eliminating long distance charges and consolidating technology redundancies across locations. The Co-operators also expect to see improved service with the ability to better monitor interactions, engage in proactive customer contact, and obtain real-time customer feedback.
With a consolidated communications, businesses can reduce complexity by replacing their systems with streamlined communications across branches, contact centers and corporate headquarters. They can then support more capabilities without adding more servers or costs, and operational risks are reduced while reliability and business continuity is enhanced.
CIC allowed for the Co-operators to effectively communicate with its many branches without the challenges and costs that multi-vendor systems bring.
“Having a common dialing plan and being able to do things like route, queue, and report on multichannel interactions across locations will also enable us to increase productivity and better integrate service channels for our clients,” said Cumming.
Michelle Amodio is a TMCnet contributor. She has helped promote companies and groups in all industries, from technology to banking to professional roller derby. She holds a bachelor's degree in Writing from Endicott College and currently works in marketing, journalism, and public relations as a freelancer.
Edited by Rich Steeves