Unum to deploy IP communications software suite across multiple contact centers

By CRM Management Editors | Feb 9, 2010

Unum, a provider of employee benefits products and services, has purchased the Interactive Intelligence all-in-one, IP communications software suite, Customer Interaction Center (CIC).  Unum selected the Interactive Intelligence software to improve efficiencies for its distributed contact centers and work-at-home users.
 
"The technology previously supporting our contact centers was largely dated and came from multiple vendors," said Unum's vice president of IT communications services, Randy Chapman. "It could simply no longer effectively support our business goals, particularly with the expansion of our distributed contact centers and work-at-home service representatives."
 
Unum selected CIC over competitive products after a request-for-proposal resulted in Interactive Intelligence receiving the highest score.
 
"We went with CIC because its single-platform, all-in-one architecture gave us all the functionality we required, along with simplified management and a low total cost of ownership," Chapman said.
 
In addition to CIC, Unum purchased add-on applications for outbound/blended dialing and campaign management; multichannel recording and quality monitoring; workforce management; and automated customer feedback surveys.