SOURCE: Health Benefits Direct Corporation

November 13, 2006 07:00 ET

Health Benefits Direct Customizes Interactive Intelligence Software to Increase Customer Contact Rate by Approximately 600 Percent

INDIANAPOLIS, IN and DEERFIELD BEACH, FL -- (MARKET WIRE) -- November 13, 2006 -- Health Benefits Direct Corp. (OTCBB: HBDT), a leading innovator in the direct marketing and distribution of health and life insurance products for individuals and families, has customized IP-based contact center automation software by Interactive Intelligence (NASDAQ: ININ) to increase its customer contact rate by approximately 600 percent.

The contact center-based insurance agency, which operates an interactive online marketplace enabling consumers to shop for, compare, and purchase health and life insurance products, achieved this dramatic increase in customer contact rate by customizing the software, called Customer Interaction Center® (CIC), and combining it with an Interactive Intelligence Interaction Dialer® module, to create an online solution called "Quick-to-Call," for which it has filed a patent application.

"For potential customers who submit quote requests online, our connect time to a licensed agent from time of submission is now as fast as 30 seconds, which has enabled us to increase customer contact rates by about 600 percent," said Health Benefits Direct co-founder, president, and chief operating officer, Charles Eissa. "Our 'Quick-to-Call' application has reduced our sales cycle from the time a consumer submits an online quote request to submission of an application to a carrier for underwriting to as little as 60 minutes. This is a huge benefit to the insurance carrier in terms of productivity and efficiency, as well as to the customer, who would typically have to wait several weeks to complete this process under traditional insurance sales models. By combining this technology with the benefit of speaking to knowledgeable live agents through our contact centers, we have streamlined the sales process for insurance carriers and consumers alike, thus eliminating the inherent flaws of traditional face-to-face and Internet-only insurance sales models."

Health Benefits Direct selected the Interactive Intelligence software based on its depth of features, ease-of-configuration, and flexible customization. "We looked at a variety of telecommunications and dialer products, but they were either lacking in features, or were highly inflexible due to inaccessible code and proprietary platforms," Eissa said. "The open, single-platform architecture of the Interactive Intelligence software, along with its virtually unlimited customization options, was key in helping us develop our 'Quick-to-Call' application, which is now driving new industry standards for dramatically faster response times and more effective customer service."

Today, Health Benefits Direct uses its "Quick-to-Call" application to support more than 200 contact center agents and business users. CIC's remote agent capabilities enable the system to support users at the company's Florida operating headquarters, as well as users located at its contact center in New York. Health Benefits Direct also uses CIC's IP-based switching with built-in SIP support -- the current standard for voice over IP -- as well as its automatic call distribution, interactive voice response, unified messaging, fax services, screen-pop, call recording, reporting, and Web applications.

About Health Benefits Direct Corporation

Health Benefits Direct Corporation (OTCBB: HBDT) is a contact center-based insurance agency that operates an interactive online marketplace enabling consumers to shop for, compare, and purchase individual health and life insurance and related products for individuals and families. Its sales platform combines its proprietary, integrated online technology and dialing application to connect consumers who express an interest in purchasing health or life insurance or related products with its knowledgeable, licensed agents housed in one of its contact center locations. Health Benefits Direct's operating headquarters are located in Deerfield Beach, Florida, and its principal executive offices are located in Radnor, Pennsylvania. The company also operates a contact center in New York, New York. The company can be reached at +1 800.646.1606, or; on the Net:,

About Interactive Intelligence

Interactive Intelligence Inc. (NASDAQ: ININ) is a global provider of business communications software and services for contact center automation and enterprise IP telephony. Interactive Intelligence was founded in 1994 and has more than 2,500 customers worldwide. Recent awards include the 2006 Network World 200, CRM Magazine's 2006 Rising Star Excellence Award, Network Computing Magazine's 2006 Well-Connected Award, and Software Magazine's 2006 Top 500 Global Software and Services Companies. Interactive Intelligence employs approximately 450 people and is headquartered in Indianapolis, Indiana. The company has five global corporate offices, with additional sales offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or; on the Net:

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.

Contact Information

  • Contacts:
    Brandi Piacente
    The Piacente Group
    +1 212.481.2050
    Email Contact

    Christine Holley
    Director of Market Communications
    Interactive Intelligence Inc.
    +1 317.715.8220
    Email Contact