Vertical Market solutions

Organizations in industries like financial services, healthcare, higher-education, as well as government agencies face communications problems unique to the business sectors they're in. Interactive Intelligence understands the challenges of such industries, and has focused on the business drivers behind them to develop solutions for the distinctive communication needs they require.

The innovative solutions from Interactive Intelligence bring business users, executives, contact center representatives, mobile workers and customers together on one complete, yet flexible, platform. And by leveraging our depth-and-breadth strategy, Interactive Intelligence continues to strengthen our communications expertise in these industries while expanding into new ones.

To date, hundreds of organizations in the following industries have implemented the Customer Interaction Center®, Messaging Interaction Center® and Enterprise Interaction Center® IP PBX (from Vonexus) products for customer and member services, call centers, mobile workers and even university students.

Credit unions. The Interaction Center for Credit Unions system comes with everything you need to improve communications between employees and members: IP PBX call processing, automatic call distributor (ACD) with priority as well as skills-based routing, interactive voice response (IVR) automation, CTI screen pop and data processing integration, multimedia interaction queuing, outbound campaign management and more. It’s even ready for SIP and voice over IP (VoIP) the minute you implement it.

Banking. The single platform and bundled application suite for the Interaction Center for Banking is made to optimize business continuity throughout your banking organization: Integrate contact center business objectives with enterprise goals. Connect branches, departments and remote employees to elevate collaboration. Offer online and phone-based banking services that fit your customers’ schedules, along with the kind of efficient, attentive personal service that keeps customers around for the long-term. And do it all with total scalability and disaster recovery assurance should your bank ever need it.

Higher education. Turn a University into a campus-wide profit center by offering fee-based communications services such as messaging and voicemail. Our pre-integrated single-platform solutions also let distributed campuses retire multiple communications systems to cut costs.

Healthcare. Equip highly mobile healthcare professionals to collaborate and access time-critical data and messages from anywhere, 24 hours a day, including HIPPA-compliant faxing. Use the same platform to equip a hospital contact center, doctor’s offices, and satellite healthcare centers.

Insurance. Tie together operations for claims departments, remote offices, agents, etc. For policyholders, streamline the claims process with automated IVR menus to collect a caller’s information, and easily handle call center overflows during open enrollment periods with multi-site routing to sister call centers.

Government. Deliver higher service levels to your constituents, regardless of how or when they choose to interact with your agency. Communicate more effectively with stakeholders based on the charter of the agency and streamline inter-agency communications. Our all-in-one, multi-channel solutions enable you to better equip outward facing contact centers serving the public, by managing voice calls, faxes, emails, chats and web collaboration requests. Self-service automation allows citizens, employees, businesses, or other organizations to conveniently access information 24 / 7, at a reduced cost per interaction. Or, employ intelligent queuing and routing to ensure the right agent is available to assist when needed. Leverage the same advanced technology and integrations to commonly used platforms for internal help desk functionality. Our standards-based solutions can integrate into your existing infrastructure while providing enhanced functionality, and enable you to deploy VoIP at a pace that makes sense for your organization. Federal, state and local agencies can gain the same benefits as enterprise organizations when it comes to improved constituent satisfaction, consolidation of resources, increased workforce productivity, and reduced costs. And they can do all that with confidence in interaction security, disaster recovery and continuity of operations, and on-demand emergency notification services.

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