1. Contact Center Automation
Multichannel Recording & Quality Monitoring
Customer Feedback Management
Outbound/Blended Dialing & Campaign
Management
Network-based Pre/Post-Call Routing
Web Self-Service & Knowledge Management
Workforce Management
Enterprise IP Telephony
Business Process Automation
Communications-as-a-Service
CaseStudy
Summary
Customer: Custom Benefit Consultants
Headquarters: Lake Forest, CA
Industry: Insurance Services
Challenge: Replace existing hosted
communications solution with a more
reliable and scalable premise-based
multichannel system that would also
include improved recording and reporting
capabilities.
Solution: The Interactive Intelligence
Customer Interaction Center®
(CIC), an
all-in-one IP communications software
suite; add-ons for recording and outbound
dialing.
Products Replaced: A hosted
communications solution.
Benefits:
Improved recording capabilities and
new customization options for
improved client service
Automated outbound dialing for
increased efficiencies
Improved reliability, scalability, and
interoperability
Health Insurance Services Firm
Deploys All-in-One IP Communications
Software Suite
Deployment results in improved client service and
increased efficiencies
About Custom Benefit Consultants, Inc
Custom Benefit Consultants, Inc. (CBC) is a provider of brokerage and consultative
services, benefit administration services, and contact center support and technology
services. Founded in 1997, the company supports a diverse clientele of employer
groups and individuals, affinity groups, and other service providers within the health
insurance delivery system. CBC offers comprehensive benefits management solutions,
combined with the latest technology. The company is headquartered in Lake Forest,
Calif. and employs more than 30 people.
www.cbcvip.com
The Challenge
Custom Benefit Consultants was expanding its operations to keep pace with an
increasing number of client acquisitions. During this period, the company began
assessing its current hosted communications solution based on reliability and other
concerns.
“We had been experiencing
uptime issues with our existing
hosted communications vendor,
which was completely
unacceptable,” said CBC
president and CEO, Robin Sylvia.
“In addition, the vendor lost its
ability to capture data for reporting
after bringing the function in-
house and that really hurt us.
Finally, the vendor couldn’t meet
our requirements for CRM
integration as we continued to
grow.”
As a result of its assessment,
CBC began looking for a premise-
based communications solution
that would offer it scalable,
multichannel routing and
recording functionality, improved
reliability, and end-to-end
reporting.
“Ultimately, we needed a new solution that would give our clients more choices to
interact with us, while enabling us to more effectively meet the rigorous compliance
requirements found in the healthcare industry,” Sylvia said.
The Solution
Working with Advanced Call Processing, a communications system reseller based in
Carlsbad, Calif., CBC found the solution they were looking for with the Customer
Interaction Center®
(CIC) from Interactive Intelligence. CIC was an all-in-one IP
communications software suite designed to deliver comprehensive applications minus
the cost and complexity introduced by multipoint products.
"What we really liked about CIC
was that it provided full
multichannel support, while
actually minimizing hardware
requirements. So, instead of the
interoperability and integration
headaches we would’ve faced
using a vendor solution composed
of loose integrations between
acquired third-party applications,
we got a true ‘unified’ platform for
simplified management,
customization and reporting, along
with cost-effective scalability."

2. Advanced Call Processing is a comprehensive provider of
telecommunications services and solutions with a customer base spread
across the United States and throughout the world. Established in 1990,
ACP has enjoyed exceptional growth, while supplying customized
solutions for hundreds of businesses and government agencies.
2030 Corte Del Nogal, Suite 100
Carlsbad, CA 92011
800.350.8642 Phone
760.517.2310 Fax
www.acp-us.com
Interactive Intelligence, Inc. (Nasdaq: ININ) offers unified business communications
solutions for contact center automation, enterprise IP telephony, and business
process automation. More than 3,500 organizations worldwide currently benefit
from the company’s open, all-in-one IP communications software suite, which can
be deployed as a premise-based or communications-as-a-service (CaaS) solution.
7601 Interactive Way
Indianapolis, IN 46278 USA
317.872.3000 voice and fax
www.inin.com
© 2010 Interactive Intelligence, Inc. All rights reserved
“What we really liked about CIC was that it provided full multichannel support, while
actually minimizing hardware requirements,” Sylvia said. “So, instead of the
interoperability and integration headaches we would’ve faced using a vendor solution
composed of loose integrations between acquired third-party applications, we got a true
‘unified’ platform for simplified management, customization and reporting, along with
cost-effective scalability.”
According to CBC, CIC’s streamlined architecture, combined with the expertise of its reseller,
ACP, resulted in record-time deployment.
“ACP had us cut over to the new CIC system 35 days from the day we signed our contract,”
Sylvia said. “This initial cut-over included both corporate and contact center users across two
offices, along with the creation of more than 300 custom call queues and applications. Given
the scale and complexity of our needs, this cut-over was especially impressive.”
Today, CIC is deployed at CBC’s Lake Forest, Calif. and Las Vegas, Nev. offices, and
supports remote workers throughout several other states. CIC supports all 31 CBC
employees, including business users and contact center staff. CIC is used to route inbound
calls, emails, Web chats and faxes, along with queued callbacks. The software suite is also
used for outbound dialing and call recording. The CIC software suite was used to create 300
unique queues and customized applications, including the ability to play unique pre-recorded
messages to prospects based on company size.
The Benefits
CIC has provided many operational benefits to CBC, including critical new recording
capabilities.
“In the healthcare industry it’s imperative to have verification and validation of calls,” Sylvia
said. “With our previous hosted solution we were only able to record 40 percent of calls. With
CIC we now record 100% of our calls, and have the ability to easily find recordings. This has
enabled us to validate our activity on behalf of our clients, which has given them even greater
confidence in us.”
CIC’s outbound dialing feature has also resulted in benefits.
“We recently processed 38,000 insurance renewals for Costco using the Interactive
Intelligence dialer,” Sylvia said. “We were able to load the information into the application,
and for the first time we could track all calls where we had made at least three attempts.
Contrast this with our previous manual process and you can imagine the significant efficiency
gains and critical verification capabilities we now enjoy.”
As a result of its success with the Interactive Intelligence dialer, CBC plans to use it for cold-
calling and, Sylvia said, “expects tremendous success based on its current track record.”
"We recently processed 38,000
insurance renewals for Costco
using the Interactive Intelligence
dialer. We were able to load the
information into the application
and for the first time we could
track all calls where we had made
at least three attempts. Contrast
this with our previous manual
process and you can imagine the
significant efficiency gains and
critical verification capabilities we
now enjoy."
"With CIC we now record 100% of
our calls, and have the ability to
easily find recordings. This has
enabled us to validate our activity
on behalf of our clients, which has
given them even greater
confidence in us."