Contact Center Solutions Featured Article

T-Mobile Austria Chooses Interactive Intelligence for Its European Routing Platform Customer Service Initiative

January 10, 2013

As more and more call centers put their platform into the cloud, these companies are finding a breadth of call center functionality they never would have dreamed of just 10 years ago. As one might expect, telephone companies are on the forefront of this expansion.

T-Mobile Austria (News - Alert), a subsidiary of Deutsche Telekom (News - Alert), recently chose Interactive Intelligence (News - Alert) Group Inc.’s cloud-based contact center solution, Customer Interaction Center, to support its 500 agents across two sites. The Austrian company said it chose Interactive Intelligence (News - Alert) for its flexibility, the availability of European data centers for a cloud deployment option, and proven track record backed by more than 5,000 customers worldwide.

Indianapolis-based Interactive Intelligence’s solution was designed to provide contact centers with a standards-based, multichannel software platform to blend all media types with existing business systems. Real time and historical information organize the service experience in a more seamless and efficient manner, and the solution’s IP communications alongside existing resources and new technologies can boost interaction processing power even further.

Customers today are more sophisticated than ever, and though the telephone remains their favorite channel of choice, they expect similarly robust service via whatever channel they choose: phone, e-mail, Web, mobile app and even social media. For this reason, outdated, premise-based call center solutions are simply not robust enough to service the modern customer.

CIC will help support T-Mobile’s (News - Alert) recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.

“We have very high standards and Interactive Intelligence has been diligent in sticking to all of them,” said Werner Weiss, T-Mobile’s project manager. “CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning,” he added.

T-Mobile Austria’s (News - Alert) CIC deployment is expected to go live this summer.

Interactive Intelligence is a Platinum-level sponsor of ITEXPO Miami 2013. Taking place Jan. 29-Feb 1 in Miami, Florida, ITEXPO (News - Alert) (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #409. For more information on ITEXPO, click here.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
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!