News : COLA Work-at-Home Staff Uses Interactive Intelligence Software
Indianapolis & Columbia, Md., July 24, 2014 -- COLA, a clinical lab education, consultation and accreditation organization, redeployed its entire staff of 80 employees to work at home during a four-month office remodel using the remote agent capabilities of Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite.
"CIC enabled our remote employees to see the precise status of every coworker – whether they were ‘Available,’ ‘On the Phone,’ ‘At Lunch,’ and so on – so they could avoid blind transfers, thus getting calls to the right person more quickly"
The software suite, Customer Interaction Center™ (CIC), includes remote support capabilities that enable work-at-home employees to access the same communications applications as their onsite colleagues using an Internet connection and standard phone. In addition, managers can monitor remote employees in real-time and access reports about their activity and performance.
One of the keys to COLA’s success was CIC’s ability to show presence information for every employee. "CIC enabled our remote employees to see the precise status of every coworker – whether they were ‘Available,’ ‘On the Phone,’ ‘At Lunch,’ and so on – so they could avoid blind transfers, thus getting calls to the right person more quickly," Senior said.
Senior cites other benefits of CIC’s remote support capabilities. "We had one employee working from home when his broadband went down," he said. "He simply drove to a nearby hotel and worked from the lobby that day. He didn’t call us, because he didn’t need to. The whole event was invisible to callers and colleagues."
The process went so smoothly that COLA has decided to keep some staff remote, according to Senior. "Ironically, some of the employees that were most apprehensive about working from home are now asking if they can continue to telecommute," he said. "We’ve allowed many to do just that because our performance metrics during the remodel were so positive. Plus, we save money on reduced office space. It’s been a real win-win."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, July 25, 2014
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