Pharmacists Mutual Insurance Company has selected Interactive Intelligence all-in-one IP communications software suite, customer interaction center (CIC), to support its on-site and branch office employees.
The CIC software was sold by Interactive Intelligence reseller, Spanlink Communications which will also provide ongoing support of the system.
According to Pharmacists Mutual, it has selected the Interactive Intelligence software because of its efficiency, rich feature-set and simple usage. The company has also evaluated an upgrade to its existing system and reviewed communications solutions from four other vendors in a request for proposal before deciding on CIC.
The company said that when the implementation is complete, CIC will support around hundred of its employees, about 15% of whom work remotely from branch offices. The initial deployment will enable enhanced communications functionality, including unified messaging, multichannel recording, and real-time monitoring and reporting.
The Pharmacists Mutual plans to complete the first phase of deployment by the end of Q2 2010.
Barrie Parker, chief technology officer of Pharmacists Mutual, said: The swine flu outbreak prompted us to reevaluate our disaster recovery plans. Providing financial peace of mind for our 46,000-plus customers is our number-one priority and it became evident that if an outbreak was to occur within our organization, our current phone system would limit us.