Interactive Intelligence will partner with New Zealand rural insurer FMG, rolling out its Customer Interaction Center (CIC) IP communications software suite across the company’s Kiwi service centre operations.
CIC will support FMG in improving its overall customer experience delivery through key features, including recording and quality assurance, multi-media ACD contact centre, IVR, outbound dialer, agent and supervisor desktop functionality.
FMG handles around 250,000 inbound and outbound calls annually with CIC now set to provide FMG with an approach to capture and manage all inbound customer communications, including face-to-face, voice, email, fax, SMS, and increasingly mobile and social media communications.
“We are delighted to sign on FMG as a new customer in New Zealand," says Brendan Maree, Vice President Australia, New Zealand and Japan, Interactive Intelligence.
"Our market momentum continues to gather pace across both the public and private sectors in New Zealand.
"This is testament to both the technology innovation we provide in helping customers deliver a great consumer experience but also our ability to support the drive for digital business transformation currently underway among New Zealand companies of all sizes and across diverse vertical markets."
The new telephony platform will be deployed in a hybrid cloud environment using Interactive Intelligence CaaS (Communications as a Service), a virtual private cloud offering, which will support 200 users at the organisation’s service centre in Palmerston North as well as other offices throughout the country.
The decision to select the Interactive Intelligence solution follows a comprehensive review of several vendors and will replace a legacy Avaya phone system.
“We were also impressed with the technical skills of the Interactive Intelligence team," says Nick Bennetts, National Sales Centre Manager, FMG.
"Unlike other vendors we liked the fact that we could deal directly with the company and this in turn provided a high degree of trust.
"In addition, Gartner’s positioning of Interactive Intelligence as a market leader is impressive and provided us with additional confidence in our decision."
FMG chose Interactive Intelligence for several technology and business benefit reasons.
In terms of technology functionality benefits, Bennetts says CIC will provide the organisation with a phased modular approach to deployment and greater visibility into the overall management of our operations.
The organisation will be able to route interactions to any media channel and to the most appropriate, knowledge-trained agent, and handle client contact based on an individual’s preferred channel.
At the same time, by deploying CIC in a hybrid cloud approach, FMG will be able to maintain historical data and recorded interactions in-house which will result in cost savings and efficiencies in operation.
“As a mutual, our objective is to maintain investment in the business through providing enhanced products and services for the benefit of rural New Zealand," Bennetts adds.
"Interactive Intelligence will play a critical role in supporting client growth, retention and satisfaction as well as ensuring that we remain market competitive and able to provide insurance products and services that meet the risk advice and insurance needs of rural New Zealand."Read more: Interactive Intelligence lays out its call centre ambitions for 2014
FMG has been an important part of the New Zealand farming landscape for over 100 years.
Today, the organisation remains 100% New Zealand owned and employs around 500 people across New Zealand.