World VoIP NewsInsurance Company changes its VoIP PBX suite for improved performance
Insurance Company changes its VoIP PBX suite for improved performance
Enterprise MJ Insurance, being listed as one of the 100 biggest privately-held insurance agencies in the United States has reported increased operational productivity and improved customer satisfaction as an outcome of deploying the Interactive Intelligence enterprise VoIP telephony software suite, called Customer Interaction Center (CIC).
"CIC's unified communications has delivered to our business users’ access to all means of communications from a single inbox, which has drastically diminished the time spending chasing down and responding to messages," stated Director of operations for MJ Insurance, Donna Bender. "Adding to this improved productivity is the fact that CIC ensures employees with unified messaging access from a mobile hardware or a web browser so they are equally productive from the road – meaning that our sales force has really benefitted from." MJ Insurance has also reported improved customer service as a result of CIC's presence management feature. "By ensuring employees visibility into the presence or status of others - such as 'on the phone,' 'at lunch,' or 'on vacation' - we can effectively readdress client and partner calls for improved service," Bender noted. MJ insurance swapped a Siemens PBX and an Octel voice messaging system with CIC. The organization searched for a new system after learning that Siemens would no longer support replacement parts. "The reason to replace our system was the end-of-life notice, but it appeared to be excellent for taking advantage of new unified communications features, while binding our two offices together using a single-platform telephony solution," said IT project manager for MJ Insurance, Kathy McDonald. The insurance company selected CIC based on its architecture, features, and ease-of-use, according to McDonald. "We loved CIC's unique single-platform architecture that ran a wide range of unified communications applications," she said. "This simplified architecture meant faster deployment and easier management." MJ Insurance acquired CIC through Interactive Intelligence reseller, Communications Products Inc., who also managed the software deployment. "CPI kept our deployment team on-track and on-schedule, while providing the expertise we needed to ensure we would get maximum value from CIC," Bender said. Currently CIC supports all MJ Insurance employees located at its Indianapolis headquarters and at its Phoenix office. CIC ensures MJ Insurance employees functionality for IP PBX, unified messaging, voice mail, auto-attendant, conferencing, reporting, and a desktop client with presence management and corporate directory look-up. "CIC has given us four-digit dialing between our two locations and we can now see who's available at each office, which has enabled us to service customers faster and more effectively," McDonald said. "CIC's features, such as conferencing, are also much simpler to use than our old system." According to Bender, the whole benefits of CIC have fostered the company fulfillment of the overarching mission. "Our mission statement focuses on giving employees the tools they need to exceed client expectations, while providing competitive differentiation," she said. "CIC's streamlined and flexible architecture has enabled us to adapt it to our unique business needs instead of the other way around, which means we can use it to directly support our mission statement for the benefit of the entire company and our customers."
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