Contact Center Solutions Featured Article

U.K.'s Skipton Building Society Implements Interactive Intelligence's Customer Interaction Center

October 24, 2012

The U.K.’s Skipton Building Society has this week announced that it will be transitioning its contact center to Interactive Intelligence (News - Alert) Solutions.

Skipton, a U.K. financial services organization that offers solutions for changing financial circumstances, needs its underlying technology to match its customer service aims. From December, over 1,200 users will use elements of Interactive Intelligence’s Customer Interaction Center (CIC) suite, including Interaction Recorder and Interaction Analyzer.

Interactive Intelligence’s CIC is an all-in-one contact center solution supported on a multichannel platform architected for SIP and voice over IP (VoIP). Interaction Recorder is a complete solution for recording and quality control, simplifying the evaluation processes with out-of-the-box reports to measure team and individual results.

Interaction Analyzer scores conversations based on keywords, offering a supervisor a quick and simple way to monitor call performance.

“After a lengthy tender process, we selected Interactive Intelligence due to the combination of a quality product and a good service proposition,” said Claire Davey, head of Skipton Direct, in the announcement of the implementation. “The installation process has been professional and proficient. We currently handle over two million customer interactions every year, so we need technology that helps us drive customer satisfaction.”

“Skipton offers another example of well-established organizations rightly placing their trust in Interactive Intelligence to create an effective customer contact system that delivers results,” said Dave Paulding, regional sales director U.K., Middle East & Africa for Interactive Intelligence. “Our high-quality service and solutions meet and exceed any organization’s communication needs, whether it is helping to generate cost savings, drive efficiencies, or increase revenues.”




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014

Dialogic IMG 2020 Now Avaya Compliant

Dialogic Inc., a Network Fuel company, recently announced that its IMG 2020 Integrated Media Gateway is now Avaya compliant. The solution is now compatible with Avaya Aura Experience Portal 7.0, Avaya Aura Communication Manager6.3 and Avaya Aura Session Manager 6.3 as an integrated media gateway. [ Read More ]
10/21/2014

Sitel to Create 300 New Jobs

Sitel, a global customer care provider, recently announced its plans to strengthen the staff at its customer care call center in Hamilton, Alabama. The company will hire 300 professionals to offer inbound customer support for its new client. [ Read More ]
10/21/2014

Cost Savings or Customer Experience? It Doesn't Have to be a Choice

It's a simple fact - customers expect quality. They expect things to work. They expect not to have problems. That said, most accept they may encounter issues from time to time but, when they do, they expect quick and easy resolution. In other words, they expect your customer service to work. "Work," though, may mean very different things in terms of having appropriate resolution mechanisms in place, depending largely on the personal preferences of the customer. [ Read More ]
10/20/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!