CIC will enable the organisation to improve the delivery of customer-centric health services provided by its 850 strong nursing workforce, many of whom work remotely, as well as 200 corporate staff located in offices around Australia and New Zealand. At the same time, CIC will enable Medibank Health Solutions to enhance the quality of its healthcare contact centre offering provided to government and private sector clients confirming it’s ongoing commitment to the delivery of valuable healthcare services to the community.  

CIC was chosen following a comprehensive market review and will be deployed by CallTime Solutions, an Interactive Intelligence partner. It will replace the organisation’s existing Avaya PABX and Verint voice recording system which will be retired over the coming months. 

CIC will provide Medibank Health Solution’s workforce with functionality for IP PBX, automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multi-channel recording and blended dialing.

“We were impressed with the overall offering which CIC could provide on a single software platform.  As we operate 24/7 365 days a year, we need a solution with in-built resilience and one that can manage our call flows and automate the deployment of voice recordings against contractual requirements,” says Brett Winn, CIO for Medibank Health Solutions - Telephone & Online Services.  

Interactive Intelligence's ‘thin’ client features will enable the organisation to quickly and easily deploy its software for new distributed users by reducing bandwidth requirements and eliminating the need to install software at each desktop.  

CIC includes rich functionality designed for more flexible and efficient communications, such as the ability to configure information views for faster look-ups; enhanced alerts to more easily identify incoming calls; the ability to configure personal rules for specialist call-handling; and a personal rules wizard that simplifies customisation.

“Our previously PBX and voice recording platforms required us to operate through multiple platforms.  When we first saw CIC we were impressed by its all in one contact centre automation functionality. We will now be able to run services for SMS, web chat, email and online support through one contact environment.  It will also easily integrate with our clinical decision support software,” says Winn. 

Medibank Health Solutions is a world leader in the provision of telephone and online health support solutions partnering with a wide range of clients including public sector healthcare organizations, national and state governments, private health insurers and other health organisations. 

“Our ultimate aim with CIC will be to deploy this cutting-edge technology and use its features to redefine the way we manage our health contact solutions.  After all, we have a limited staff resource but a growing population base to support.  Interactive Intelligence will provide us with a robust and critical piece of infrastructure moving forward,” says Winn. 

CIC will be implemented across the business early next year. 

About Interactive Intelligence

Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre 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 Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). 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 +61 2 8918 4800 or info_aunz@inin.com; on the Net: http://www.inin.com/au-nz