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EIS Deploys IP Business Communications Solution from Interactive Intelligence

August 10, 2011

To increase operational efficiencies and improved customer service, Estate Information Services (EIS), a provider of probate and specialty collection solutions, has deployed the Interactive Intelligence Group Inc.'s all-in-one IP communications software suite, customer Interaction Center™ (CIC), for use throughout its organization. EIS has chosen CIC after considering the communications products from Noble Systems and ShoreTel.


"Our three separate products made system management and reporting cumbersome and manually intensive," said Jeff Falk, director of technology for EIS. "By replacing our disparate systems with CIC's all-in-one architecture, we now have a single point of management and can report in real-time across applications, which has resulted in increased operational efficiencies and improved customer service."

 According to a press release, EIS deployed CIC to consolidate its PBX, predictive dialer, and call recording products for simplified management and improved reporting.

"CIC was head and shoulders above the competition for its total cost-of-ownership," Falk said. "CIC best supported our growth plans with its ability to add applications for use across locations without pricey hardware investments or lengthy deployment cycles. CIC has already helped us to maintain service levels during surges in business volume."

EIS is using CIC to support employees at its Columbus, Ohio-based headquarters, giving them automatic call distribution, predictive dialing, voice mail, faxing, interactive voice response, supervisory monitoring, recording, and reporting functionality.

"Compliance regulations for the estate and probate collection industry require us to record and track every customer interaction," Falk said. "CIC has enabled us to do this most cost-effectively, while also letting us link recordings to each customer record so we get faster, more in-depth insight into our interactions."

 

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.


Mandira Srivastava is a ContactCenterSolutions contributor. She works as a full-time writer, ghostwriter and blogger, and has more than two years of experience in print and Web media. She has also worked on company brochures, website content and product descriptions, as well as proofreading and editing content. To read more of her articles, please visit her columnist page.

Edited by Rich Steeves



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