Partners Mutual Insurance, a Milwaukee-based auto, homeowners and commercial insurer, has selected Interactive Intelligence's (Indianapolis) Customer Interaction Center (CIC) IP communications software suite for contact center automation and enterprise IP telephony, according to a press release.
Partners Mutual expects that CIC will give it SIP-based IP PBX (private branch exchange) switching capabilities and applications for presence management, multichannel routing and queuing, interactive voice response, auto-attendant, unified messaging, call recording, and conferencing. The carrier aims to complete deployment by the end of the year.
The CIC suite replaces a PBX telephone system from another vendor that could not meet Partners Mutual's needs for increased scalability and functionality, according to the release. "With more than 200 insurance agencies selling our policies and calling into our claims department, we needed a system that could streamline our processes and improve communications with our customers and insurance agents," Partners Mutual president and CEO Richard Ewert said in the release.
Partners Mutual also selected the CIC suite because it easily integrated with the carrier's document management and workflow applications from Acrosoft, a vendor that was acquired by Interactive Intelligence in May 2009.