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

Earthlink Unveils Hosted Contact Center Solution

With more and more call centers moving to the United States, finding ways for those call centers to stay ahead of the competition has become more important than ever. Call centers are also working twice as hard to find ways to make employees that much more productive so they can serve the company and its customers. Earthlink believes it has one such solution with the arrival of its new Hosted Contact Center. [ Read More ]
11/25/2014

Accenture Releases Survey on Digital Police Solutions

Accenture has released a new survey on digital police solutions and how police can better serve their citizens using technology. [ Read More ]
11/24/2014

Contact Center Solutions Week in Review: Interactive Intelligence, Aspect Software and Nice Systems

What an unusual week in the Contact Center Solutions Community. I never thought I would use the word "war" in an article for the community, but interestingly in different context I ended up using it not once but twice. [ Read More ]
11/22/2014

Aspect Software Declares War in Workforce Optimization Market

We may be closing in on the holiday season and a time of "good cheer," but reality is that competition in business is a 24/7/365 affair. And, depending on whether you are a competitor or possible customer, it looks like this holiday season thanks to a new initiative by customer experience solutions provider Aspect Software you are either looking at a possible lump of coal in you X-mas stocking or a valuable present. The reason is Aspect has dropped the gloves in the hotly contested Workforce Opt… [ Read More ]
11/21/2014
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!