Canadian insurance co-operative selects Interactive Intelligence all-in-one IP communications software suite to consolidate systems across several locations
INDIANAPOLIS AND GUELPH, ON, May 10 2011 – Several member companies of The Co-operators Group Ltd., a Canadian-owned, multi-product insurance company, have selected the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center® (CIC).
The Co-operators Life Insurance Company, HB Group Insurance Management Ltd., L’Union Canadienne, TIC Travel Insurance Coordinators, and Co-operators General Insurance Company selected CIC to consolidate their multiple communications technology systems across several of their coast-to-coast locations, which are staffed by nearly 2,500 employees.
“Many of our existing systems were nearing their end of life,” said The Co-operators Executive VP and CIO, Hugh Cumming. “In addition, these multi-vendor systems made it challenging for our physically disparate member companies to effectively communicate with one another and with clients across multiple lines of business.”
The Co-operators selected CIC over competitive products after it scored the highest overall based on an extensive set of evaluation criteria.
“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” Cumming said. “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.”
In addition to CIC, The Co-operators purchased add-on applications for multichannel recording and scoring, outbound dialing, and customer feedback surveys.
As a result of its CIC deployment, The Co-operators anticipate the following benefits:
- Reduced costs by eliminating long distance charges, simplifying system management, and consolidating technology redundancies across locations.
- Increased efficiencies by improving member-to-member communications.
- Improved service with the ability to better monitor interactions, engage in proactive customer contact, and obtain real-time customer feedback.
About The Co-operators
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 is well known for its community involvement and its commitment to sustainability. The Co-operators is ranked #2 among the 50 Best Corporate Citizens in Canada and listed among the 50 Best Employers in Canada. For more information, visit www.cooperators.ca.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company’s solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. Interactive Intelligence is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). The company employs more than 800 people and is headquartered in Indianapolis, Indiana. It has 19 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or [email protected]m; on the Net: www.inin.com.