Contact Center Solutions Featured Article

Wheaton Bekins Improves Customer Service through Interactive Intelligence's Customer Interaction Center Platform

January 09, 2013

Companies continue to search for a way to connect with their customers. Wheaton World Wide Moving | Bekins Van Lines has been able to improve its customer service, reduce expenses, and increase productivity thanks to Interactive Intelligence’s (News - Alert) Customer Interaction Center (CIC).

The platform was designed to help contact centers have a way to blend all communications efforts into one system. For example, the solution works to manage and unify all incoming and outgoing calls. It also gives consumers contact options – voice, e-mail, fax, chat, and SMS are all available as a way to communicate.

By automatically managing the communications, business agents are able to spend more time working on performance and less time transferring calls. In addition, this software allows companies to hire agents that can work from home because the platform can be accessed through any computer without the need for software to be downloaded. This came in handy for Wheaton World Wide Moving Company after they acquired Bekins Van Lines.

“Our combined entity meant we were communicating with hundreds of independent agents across the country and thousands of service providers,” said Jerrod Carter, CIO for Wheaton | Bekins. “CIC enabled us to create a four-digit speed dial to provide quick access to each agent or provider. This may seem like a small thing, but it enabled our staff to acclimate to the acquisition more quickly and our corporate employees be more efficient.”

Carter said in addition to being more efficient, the important thing is keeping the customers happy. Carter said he is able to accomplish this through something as simple as a callback feature offered through the portal. “Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected,” said Carter. “It lets customers keep their place in queue without sitting on hold – an option they’ve come to greatly appreciate.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Altocloud Jumps in the Smyths Toys Toybox to Bolster E-Commerce Presence

Those not immediately familiar with Smyths Toys can be forgiven, particularly if they don't live in the U.K or in Ireland, where Smyths Toys has at last report 80 stores to its credit. But Smyths Toys might well be easier find thanks to a new connection with Altocloud, which will bolster Smyths Toys' online presence and make e-commerce that much easier to carry out. [ Read More ]
04/22/2015

US Contact Center Jobs Continued to Increase in the First Quarter of 2015

The number of new U.S. contact center jobs was on the rise in the first quarter of this year, according to a jobs4america report. [ Read More ]
04/21/2015

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!