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EIS Deploys Interactive Intelligence Group's IP Communications Software Suite

August 16, 2011

Estate Information Services (EIS) has deployed the Interactive Intelligence Group all-in-one IP communications software suite called CustomerInteraction Center (CIC) for use throughout its organization.


EIS is a provider of probate and specialty collection solutions. The company said that it selected CIC after reviewing communications products from Noble Systems and ShoreTel. Jeff Falk, director of technology at EIS, said that CIC was head and shoulders above the competition for its total cost-of-ownership.

Falk said that CIC best supported the company’s growth plans with its ability to add applications for use across locations without pricey hardware investments or lengthy deployment cycles.

The company deployed CIC to consolidate its PBX, predictive dialer, and call recording products for simplified management and improved reporting. Falk said that the company’s three separate products made system management and reporting cumbersome and manually intensive.

“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,” Falk said.

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

Additionally, EIS has also integrated CIC with its proprietary collection application to deliver real-time functionality to its collectors.

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

Moreover, EIS is also evaluating other CIC add-on applications to further increase efficiencies and improve customer service.

Interactive Intelligence Group is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

Earlier in July, the company reorganized its holding company. As part of this reorganization, a new Indiana corporation, Interactive Intelligence Group Inc., or ININ Group, replaced Interactive Intelligence Inc.

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO is the world’s premier IP communications event. Brad Forsythe, technical sales support at Interactive Intelligence, is speaking during “The Cloud Evolution in Contact Centers”, “UC in the Cloud: Understanding the Benefits and Challenges” and “The Contact Center: The Key to Social Media Success.” Tim Wittbrod, technical sales support at Interactive Intelligence, is speaking during “The Role of Unified Communications in Social Work Patterns.”

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Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To read more of Anshu’s articles, please visit her columnist page.

Edited by Jennifer Russell



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