BELLVUE, Wash. and INDIANAPOLIS, Oct. 20 /PRNewswire-FirstCall/ -- Onyx(R) Software and Interactive Intelligence Inc. today announced that Shield Healthcare, a leading provider of disposable medical products and services for the treatment and care of patients in the home, is using Onyx Enterprise CRM and Interactive Intelligence’s Customer Interaction Center(R) (CIC) as part of its new contact center initiative.
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Using the integrated system, Shield can identify and monitor service levels to ensure that the right supplies get to the right people at the right time. The system is part of Shield’s efforts to meet regulatory compliance standards and adapt to the frequent changes in processing requirements.
For 47 years, Valencia, Calif.-based Shield Healthcare has been meeting the medical supply needs of consumers and the caregiving community with a focus on customer satisfaction and employee achievement. But with the challenges of meeting today’s compliance standards, along with the need to better manage the reimbursement process for Medi-Cal, state Medicaid’s, and Medicare, Shield needed a flexible CRM system that could automate and easily map the processes required to comply with these regulations.
“In healthcare, the rules of compliance are complex, which creates a steep learning curve for our customer service agents,” said Brian Choynake, vice president and chief financial officer of Shield Healthcare. “The integrated solution from Onyx and Interactive Intelligence takes out much of the reliance on knowledge, and makes the process more efficient for our agents. At the same time, it provides a mechanism for capturing the information necessary to meet the standards set by industry regulators.”
The integrated system provides a single interface that links the call interaction and skills-based routing information from CIC directly to the customer data screens in Onyx CRM. It is designed to help Shield improve customer service, streamline business processes, and increase efficiencies throughout its contact center by enabling it to:
* Simplify access to customer information
* Trigger actions through business rules that streamline the order process
* Use sophisticated scripting to ensure required data is captured accurately and consistently
* Manage call lists and product order entry * Schedule call backs for next reorders * Link to visual catalog of its products * Build targeted marketing programs based on customer’s order history
“There’s a reason that dozens of customers are successfully using Onyx and Interactive Intelligence in their contact centers,” said Dr. Donald E. Brown, president and chief executive officer of Interactive Intelligence. “Onyx CRM integrated with CIC gives agents access to relevant information at key points within their daily workflows, making it easier for them to place accurate orders and resolve customer issues quickly and efficiently. More importantly, companies can use the system to automate business processes based on the latest in government and industry compliance.”
In addition to Shield Healthcare, Onyx and Interactive Intelligence have successful joint implementations at more than a dozen customer sites, including Amway Korea, Netegrity and Sony Music Entertainment.
About Onyx Software
Onyx Software Corporation , a worldwide leader in delivering successful CRM, offers a fast, cost-effective, easy to use solution that shares critical information among employees, customers and partners through three role-specific, Web services-based portals. The Onyx approach delivers real-world success by aligning CRM technology with business objectives, strategies and processes. Companies rely on Onyx across multiple departments to create a superior customer experience and a profitable bottom line. Onyx serves customers worldwide in a variety of industries, including financial services, healthcare, high technology and the public sector. Customers include Amway, United Kingdom lottery operator Camelot, Delta Dental, Microsoft Corporation, Mellon Financial Corporation, The Regence Group, State Street Corporation and Suncorp. More information can be found at (888) ASK-ONYX, info@onyx.com or http://www.onyx.com/ .
About Interactive Intelligence
Interactive Intelligence Inc. is a global developer of business communications software for IP telephony, contact center automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent company awards include Software Magazine’s 2004 Top 500 Global Software and Services Companies, and Network World Magazine’s 2003 Top 200. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Web: http://www.inin.com/ .
This release contains 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: Carrie Holmes Onyx Software +1 425.519.4096 carrieh@onyx.com Christine Holley Director, Market Communications Interactive Intelligence Inc. +1 317.715.8220 christine.holley@inin.com
Photo: NewsCom: http://www.newscom.com/cgi-bin/prnh/19990914/IILOGOAP Archive: http://photoarchive.ap.org/PRN Photo Desk, photodesk@prnewswire.comInteractive Intelligence Inc.
CONTACT: Carrie Holmes of Onyx Software, +1-425-519-4096,carrieh@onyx.com ; or Christine Holley, Director, Market Communications ofInteractive Intelligence Inc., +1-317-715-8220, christine.holley@inin.com
Web site: http://www.inin.com/http://www.onyx.com/