FirstCare Health Plans Deploys Interactive Intelligence IP Communications Software

FirstCare Health Plans (Austin, Texas) reports that it has enjoyed improved customer service and greater productivity in the wake of its deployment of Interactive Intelligence's (Indianapolis) Customer Interaction Center (CIC) IP communications software suite. FirstCare is using the Interactive Intelligence solution for multichannel communications, including call monitoring, recording and reporting.

"CIC has provided our customers with new ways of communicating with us, including the addition of e-mail and Web chat," comments Sylvia Garcia, vice president of operations, FirstCare. "In addition, CIC's unique 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 maximizing productivity."

Use of Interaction Recorder, which an Interactive Intelligence press release describes as CIC's add on application, has given FirstCare further value, according to Garcia. "Interaction Recorder has enabled us to easily measure the effectiveness of our contact center representatives," she says. "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."

FirstCare replaced its Avaya system with CIC after evaluating systems from several other vendors, including Cisco and Oracle, according to the Interactive Intelligence release. "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," remarks Maurice Barnett, IT project manager, FirstCare.

FirstCare purchased CIC from Interactive Intelligence reseller, Automated Voice and Data Solutions. AVDS provided the CIC implementation services, and is also responsible for ongoing system management, according to the vendor source.

"AVDS' knowledge and experience in deploying CIC proved invaluable in helping us configure the most effective work flows and, overall, ensuring a smooth installation from start to finish," says Barnett. "With such a flexible product, this type of expertise was essential in maximizing our return on investment."

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.

"We're optimistic about CIC's ability to support our company values, which include excellence and a passion for service," Garcia says.

Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio