Wheaton | Bekins Upgrades Communication Platform to CIC

Wheaton World Wide Moving | Bekins Van Lines is reaping the benefits of implementing Interactive Intelligence (News - Alert) Group, Inc.’s Customer Interaction Center (CIC).

The CIC platform offers companies a suite of integrated contact center applications, with the option of moving everything into the cloud.

After Wheaton acquired Bekins Van Lines, the company was looking for a way to merge both companies while keeping the line of communication open. Jerrod Carter, CIO for Wheaton | Bekins, said the company decided to replace its Nortel (News - Alert) system with something more sophisticated.

“It was going to cost us $100,000 just to bring our Nortel system up to date and with no added benefit,” said Carter. “After evaluating systems from Avaya (News - Alert), Mitel, ShoreTel, and Tribox, we selected CIC based on its sophisticated and flexible feature-set.”

The CIC solution allowed the companies to manage and blend incoming and outgoing multichannel interactions, develop and manage creative outbound campaigns, improve agent training and performance, unify communications on the desktop, and move to IP networks – all while saving money.

Carter’s company has been able to deploy communications quickly while improving the level of customer service offered, particularly due to a callback featured offered from CIC.

“Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected,” he said. “It lets customers keep their place in queue without sitting on hold – an option they’ve come to greatly appreciate.”

Since deploying the new solution, Wheaton has also seen increases in revenue, customer loyalty and productivity. Finding a communication platform, he said, was a critical decision and luckily he made the right choice.

“CPI was indispensable throughout the entire process – from its understanding of our objectives, to how we could best meet our goals within an aggressive timeline,” said Carter. “The company gave us a clear plan, and the onsite training they did for our employees the week before going live proved critical to a smooth transition.”

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