Contact Center Solutions Featured Article

Translation Services Company CTS LanguageLink Implements Interactive Intelligence CIC

May 18, 2011

Language interpretation and translation services provider CTS LanguageLink has chosen Interactive Intelligence's (News - Alert) all-in-one IP communications software suite, Customer Interaction Center (CIC), for use throughout its organization,.

CTS LanguageLink will be replacing an Inter-Tel (News - Alert) phone system with Interactive Intelligence's CIC to take advantage of the system’s open, software-based, all-in-one architecture.

“We evaluated solutions from Avaya, Mitel (News - Alert), and others, but ultimately we selected CIC based on its cost-effective, flexible architecture,” said CTS LanguageLink director of information technology, Dan Nelson. “CIC will give us a competitive advantage by enabling us to modify the system on a moment’s notice. I estimate savings of about 30 percent in long-distance charges as a result of moving to a standards-based IP architecture.”

CTS (News - Alert) LanguageLink purchased CIC through Interactive Intelligence Elite Partner, KRP Communications USA. KRP, a unified communications solutions provider, will also assist CTS LanguageLink with training, deployment and customization of the CIC solution.

“KRP was knowledgeable about CIC and provided solid answers to our questions,” said Nelson. “KRP also arranged for a tour of its office, and a visit to the Interactive Intelligence western regional sales and support center in California. Afterward it was clear that Interactive and KRP worked closely together, which assured us that our post-deployment needs would be met,” he said.

CTS LanguageLink plans to use CIC for automatic call distribution, interactive voice response, supervisory monitoring, presence management, unified messaging, and more. It also purchased add-on applications for multichannel recording and scoring, and speech recognition.

“We anticipate CIC will help us improve customer service through improvements such as more quickly and effectively routing and responding to callers,” Nelson said. “CIC’s modular architecture will enable us to add users as we grow without undergoing major hardware upgrades.”

When the deployment is complete, CIC will support the entire CTS LanguageLink workforce located at its company headquarters in Vancouver, Wash., and at remote locations throughout the United States and Central and South America. A redundant system will also be installed at a second location in Portland, Oregon to provide disaster recovery capabilities.


Tracey Schelmetic is a contributing editor for TMCnet. To read more of Tracey's articles, please visit her columnist page.

Edited by Rich Steeves

Article comments powered by Disqus

Related Contact Center Solutions Articles

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!