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Savard cites CIC's presence management as one feature that's helping improve customer service. "CIC's presence management, which lets our business users and contact centre agents see the status of colleagues, means we can more quickly get customers to the right person," he said.
INTERNET BUSINESS NEWS-(C)1995-2013 M2 COMMUNICATIONS
SSQ Financial Group has consolidated its communications infrastructure and added functionality as a result of deploying unified IP business communications software from Interactive Intelligence Group Inc. (NASDAQ: ININ).
The Interactive Intelligence software, Customer Interaction Center (CIC), which is being deployed in phases, is replacing three Avaya PBX systems and a mix of other third-party products.
Savard cites CIC's presence management as one feature that's helping improve customer service. "CIC's presence management, which lets our business users and contact centre agents see the status of colleagues, means we can more quickly get customers to the right person," he said.
SSQ has completed the first phase of its deployment, which will ultimately see CIC used by its nearly 2,000 employees across six regional offices throughout Canada, and by its work-at-home employees.
With over $3 billion in annual revenue and over $10 billion in assets under management, SSQ Financial Group is a leading mutual diversified financial institution in Canada. For more information, visit ssq.ca.
Interactive Intelligence Group is a global provider of contact centre, unified communications, and business process automation software and services. The company's website is at www.inin.com.
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(Copyright M2 Communications, 2013)