Unum Selects All-in-One IP Communications Software Suite from Interactive Intelligence

Employee benefits products and services provider Unum (Chattanooga, Tenn.) purchased the Interactive Intelligence (Indianapolis) 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, in a press release. "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."

According to Chapman, "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."

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; 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 percent are at-home workers. The company also plans to integrate CIC with its resident CRM applications, as well as other existing customized applications.

Katherine Burger is Editorial Director of Bank Systems & Technology and Insurance & Technology, members of UBM TechWeb's InformationWeek Financial Services. She assumed leadership of Bank Systems & Technology in 2003 and of Insurance & Technology in 1991. In addition to ... View Full Bio