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CAA Saskatchewan Insurance Selects Interactive Intelligence IP Business Communications Solution


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INDIANAPOLIS & REGINA, Saskatchewan--August 29, 2011: CAA Saskatchewan, an insurance, travel, and road-side assistance company, has selected the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC), for use throughout its organization.

“Using CIC to transparently route calls to agents working from home will improve our customer service, especially during really bad weather or natural disasters when we might otherwise have insufficient agents to answer calls.”

CAA Saskatchewan is replacing its hosted Nortel system with CIC to improve member services by connecting all 12 of its branch offices using a single communications platform.

"Our previous system had several limitations, including an inability to verify if callers had been transferred between branches, or to our roadside assistance department," said CAA Saskatchewan's director of technology services, Paul Schubert. "With CIC, we'll gain so much more functionality relative to agent availability, caller information, and call routing, all of which will help us improve member services."

As a result of CIC's IP-based architecture, CAA Saskatchewan also anticipates a reduction in long-distance charges, including branch-to-branch phone calls, according to Schubert.

CAA Saskatchewan will use CIC across its entire enterprise to support the company's membership and automotive services, roadside assistance, and insurance and travel divisions.

CAA Saskatchewan selected CIC after narrowing its search to a short list composed of Cisco and Interactive Intelligence.

"We selected CIC because of its single-platform, all-in-one architecture," Schubert said. "This unique, truly unified architecture meant that we would no longer struggle to make applications work together. It also meant we would be able to easily and quickly make system changes."

CAA Saskatchewan purchased CIC from Interactive Intelligence elite partner KRP Communications USA, who is also assisting the company with its deployment.

"KRP guided us through the vendor selection process based on our unique needs," Schubert said. "The team's market knowledge, combined with its ability to really listen to our problems, helped us arrive at a decision in which we're confident."

CAA Saskatchewan will also deploy CIC add-on applications for multichannel recording and scoring, and customer feedback surveys. It also plans to capitalize on CIC's remote support by offering an at-home worker program.

"Our previous system didn't support at-home workers, and being located in central Canada we are often hit hard with winter snow storms," Schubert said. "Using CIC to transparently route calls to agents working from home will improve our customer service, especially during really bad weather or natural disasters when we might otherwise have insufficient agents to answer calls."

About CAA Saskatchewan
CAA Saskatchewan serves more than 185,000 members, offering benefits and services through its nonprofit motor club, its travel and insurance agencies, and its auto maintenance and repair facilities. CAA Saskatchewan also advocates for motorists and travellers, supporting traffic safety and environmental programs, and addressing related public policy issues. CAA Saskatchewan was founded in 1917 and has 12 offices, two vehicle repair and maintenance facilities, and one call centre throughout the region, staffed by approximately 250 employees.

About Interactive Intelligence
Interactive Intelligence Group Inc. is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company's solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Software Magazine's 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine's 2010 Best Small Companies in America. The company employs approximately 1,000 people and is headquartered in Indianapolis, Indiana. It has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.

This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.

Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.

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