|
||
      |
 |
A-Med Health Care Deploys IP Communications Solution from Interactive Intelligence |
Pharmacy and medical supply company lowers costs and improves customer service using all-in-one IP communications software suite
INDIANAPOLIS and HUNTINGTON BEACH, Calif., Jan. 19, 2010 -- A-Med Health Care has reported cost savings and improved customer service following its deployment of the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center® (CIC).
“By unifying our voice and fax capabilities so we could consolidate carriers, and by automatically routing callers to the right person whether that person was working in the office or remotely, CIC has enabled us to reduce operating costs and improve patient service,” said A-Med Health Care’s chief technology officer, Johnathan Huettner.
The Interactive Intelligence solution replaced an older Nortel system, which Huettner said didn’t offer the scalability and advanced features A-Med needed as it grew. “Our older system was maxed out and we needed a replacement that would cost-effectively grow with us, while enabling us to better serve patients and easily integrate with our own custom patient database,” he said.
Today CIC supports up to 200 A-Med employees located at its Huntington Beach office, including 40 customer service agents who assist patients with their pharmacy and medical supply needs.
A-Med uses CIC for SIP-based IP PBX switching and applications for voice mail, fax, presence management, workgroup routing, interactive voice response, auto-attendant, unified messaging, and call recording.
Prior to selecting CIC, A-Med conducted a side-by-side comparison with products from Avaya, Cisco, NEC, Nortel, and ShoreTel. According to Huettner, A-Med selected Interactive Intelligence because of its rich feature-set and ease-of-use. “We were impressed with CIC’s ability to handle calls effectively and intuitively,” he said. “In addition, the total cost for a fully redundant CIC system was much lower than several of the competitive products we looked at.”
A-Med purchased CIC from Interactive Intelligence reseller, Advanced Call Processing (www.acp-us.com). ACP arranged for the hands-on demo that allowed A-Med to view, configure and test the solution in its own environment and with its own users. ACP then went on to implement and provide first-line support for the solution.
“ACP took the time to meet with us and understand the business needs that were driving our upgrade,” Huettner said. “The demo was critical for us in the decision-making process, because we got to see CIC in action. It eliminated any concerns we might’ve had when making the purchase decision.”
A-Med plans to expand CIC to support additional sites, including off-site sales representatives who work from home. The company is currently integrating CIC with its own internal customer support software, which it believes will further improve customer service, according to Huettner.
About A-Med Health Care
A-Med Health Care is a specialty pharmacy providing advanced medications, infusions, supplies and services to patients living with complex conditions. The company provides support for patients suffering from conditions such as Cystic Fibrosis, HIV/AIDS, Multiple Sclerosis, organ transplants and paraplegia. The company was founded in 1982 and is headquartered in Huntington Beach, Calif. Additional information can be found at www.a-med.com or by calling 800-552-2633.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, is a BusinessWeek “hot growth 50” company, and is among Fortune Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders’ quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com
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.
Contacts:
Julie Williams
Director of Marketing
DMC for A-Med Health Care
+1 949.457.6255
julie@fordmc.com
Director of Market Communications
Interactive Intelligence Inc.
+1 317.715.8220
christine.holley@inin.com