Advertise With UsAdvertise on our extensive network of industry websites and newsletters.
Get the PBR newsletterSign up to our free email to get all the latest PBR
news.Improves customer service and increases productivity using software suite
Subscribe to our email newsletter
FirstCare Health Plans has selected all-in-one IP communications software suite from Interactive Intelligence. The software suite, customer interaction center (CIC), has given FirstCare the ability to support multichannel communications, along with new quality monitoring, recording, and reporting applications, said the company.
FirstCare replaced its Avaya system with CIC after evaluating systems from several other vendors, including Cisco and Oracle. The company has purchased CIC from Interactive Intelligence reseller, automated voice and data solutions (AVDS) which provided the CIC implementation services, and is also responsible for ongoing system management.
The company claims that CIC supports FirstCare’s 50 contact center employees located in Lubbock, Texas. The company plans to deploy a redundant CIC configuration as part of its disaster recovery strategy, and is researching the use of CIC to take advantage of the product’s extensive remote capabilities.
Sylvia Garcia, vice president of operations at FirstCare, said: “CIC has provided our customers with new ways of communicating with us, including the addition of e-mail and Web chat. In addition, CIC’s single-platform architecture has given us real-time visibility into all interaction queues so we can quickly adjust our workgroup staffing to optimize customer service while maximising productivity.”
“Interaction Recorder has enabled us to easily measure the effectiveness of our contact center representatives. Our supervisors now have the ability to listen to call recordings, score team member’s performance, and coach them to increase their effectiveness and further improve service levels. We’re optimistic about CIC’s ability to support our company values, which include excellence and a passion for service.”
Maurice Barnett, project manager of IT at FirstCare, said: “Our Avaya system was no longer supported and after reviewing alternative solutions, CIC proved to be the most flexible, feature-rich, and cost-effective option.