Contact Center Solutions Featured Article

Property Management Company Yardi Puts Distributed Call Centers onto Interactive Intelligence Platform

February 12, 2013

While not very long ago, the term “contact center” referred to a physical place, today, it’s more of a concept. Many companies are finding business benefits, cost savings and overall value by using smaller, distributed call centers spread out all over the country or even the world. It leads to the ability to offer follow-the-sun service through time zones, multilingual support and disaster recovery in case of power outages or storms. Unified IP communications, of course, is what has enabled this distributed call center concept.

Yardi Systems, a provider of property management software and services, recently deployed Interactive Intelligence (News - Alert) Group Inc’s  all-in-one IP communications software suite, Customer Interaction Center (CIC), to support its four distributed contact centers in Irving, Texas; Colorado Springs, Colorado; Cleveland, Ohio; and Cluj-Napoca, Romania.

“CIC has given us the sophisticated workflow and skills-based routing tools we need to easily and reliably manage an unlimited number of multichannel interactions daily,” said David Felton, call center operations manager for Yardi, in a statement announcing the deployment.

“We’ve used CIC to create numerous business rules to effectively manage interactions across our diverse client base, which ranges from commercial and multifamily, to military and university properties. It’s like we’re managing 100 different call centers, yet CIC makes it simple and ensures that our costs are predictable.”

Yardi stated that it chose CIC over competing systems based on its single-platform, all-in-one architecture. Among the many benefits the company cites is the solution’s broad reporting features.

“CIC’s comprehensive reporting has enabled our supervisors to drill down into activity by work group and client,” Felton said. “The CIC dashboard enables them to see real-time service levels at a glance. They can also use CIC’s custom controls to set alerts when service levels fall below pre-set minimums.”

CIC is a standards-based, multichannel software contact center platform designed to blend all media types with a company’s business systems. It can be deployed either cloud-based or premise-based, and it provides real- time and historical information that organizes the service experience in a seamless and expedient manner.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Gubagoo Optimizes its Chat Platform for Mobile

Gubagoo is enabling dealers to track and target customers that visit their website through a smartphone or a tablet. [ Read More ]
04/22/2014

Wisconsin Making Call Center Business Worthwhile for SPI Global

The call center business market is one that has been getting all the more popular over the last few months. That has never been more obvious in Madison, Wis., where the state has just announced it will be giving a Philippines-based outsourcing company more than half a million dollars in order to expand a local call center. In exchange for incentives that will total $575,000 the company has said it will add as many as 286 jobs over the next three years. [ Read More ]
04/21/2014

Intelecom Launches New Version of Connect

Intelecom Group AS, a provider of contact centre solutions, recently announced that it has added a new set of feature in the newer version of Connect, its multichannel cloud based contact centre solution. The new features will help the clients monitor, manage and control the contact centre online and from within a single interface. [ Read More ]
04/21/2014

BenchmarkPortal Reveals the 2014 Top 100 Call Centers Contest Winners

For those of you in the contact center solutions industry, BenchmarkPortal should be a familiar name. If the name does not resonate, the company has carved out an impressive niche in the international contact center community, with vendors and contact center administrators, as a recognized analytics and consultative resource. As the name implies, it benchmarks almost every imaginable activity relating to contact centers and uses the knowledge gained from evaluation of key performance indicators … [ Read More ]
04/21/2014
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!