Progressive Communications

Island Insurance Operational Efficiency & Effectiveness Success Story

Mission: Create a campus ACD solution
Island Insurance Company is the largest locally owned and managed property and casualty insurance carrier in the state of Hawaii. Founded in Downtown Honolulu in 1939, Island has been protecting Hawaii's families and businesses for over 60 years. With substantial growth, supporting over five locations and five separated telecommunication and data solutions Island Insurance had limited productivity and efficiency of the company. The goal; greater efficiencies, seamless and stable communications between locations, with flexibility for scaling and changing future needs.

Solution: Definity Platform with remote EPNs and IP Agents.
"Our challenge was to design an integrated campus solution that permitted each location to utilize the technology that best serves their particular customer service needs." said Kyl Nakaoka, Vice President of Progressive Communications. "In addition, some locations wanted to be viewed as autonomous branches, while still being part of the campus solution."

An enterprise campus solution of Definity G3si were proposed and implemented amongst all locations. Elite ACD Call Center software CentreVu CMS Management reports, Intuity Audix, call accounting, site administration, long-distance and overflow PRI's implemented at the main-site. By utilizing DCS Networking, the remote sites were able to access all of the functionality located at the main-site. In addition, remote agents were added using IP Agent functionality and allowing dispersed agents to be part of the customer service queue.

The next phase includes upgrading the Definity G3si to a S8700 platform with LSPs at each of the four remote sites.

Result: Improved communication and efficiency.
The centralization decreased telecom system costs throughout the enterprise. It decreased system administration time, it allowed for the same robust features to be utilized at all locations, enabled operational flexibility across the enterprise, created redundancy between locations, and increased efficiencies with shared PRI's and access to the cost-saving long distance trunk from all locations within the enterprise.