Unum to deploy IP communications software suite across multiple contact centers

By CRM Management Editors | Feb 9, 2010

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Unum, a provider of employee benefits products and services, has purchased the Interactive Intelligence all-in-one, IP communications [7] 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 [8].
 
"The technology previously supporting our contact centers [9] 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. 

"We anticipate numerous benefits as a result of deploying the CIC software suite, including improved service through real-time customer feedback data and consolidated reporting," Chapman said. "We also expect increased service efficiencies through new features such as skills-based routing across multiple sites and blended dialing."
 
Unum is in the process of rolling out the Interactive Intelligence software across its multiple contact centers located in Chattanooga, Tenn.; Columbia, S.C.; Portland, Maine; and Worcester, Mass. When deployment is complete, the Interactive Intelligence software will support more than 1,000 Unum customer service representatives, of which 40% are at-home workers. The company also plans to integrate CIC with its resident CRM applications, as well as other existing customized applications.