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

FCC Issues Report on April 911 Outage

911 service are one of those things that people expect to be there when they need it. An outage in April of this year knocked out 911 service to 11 million people, and the Federal Communications Commission has released a damning report, according to Threatpost. [ Read More ]
10/23/2014

Ogilvy & Mather Launches Global Center for Data Excellence

Ogilvy & Mather, one of the largest marketing communications companies in the world, has launched a global center for data excellence known as of OgilvyAmp. [ Read More ]
10/23/2014

Putting the 'I' in IVR with Virtual Assistants

There are countless reasons for calling customer service centers. Too often, the result is a virtual interaction that multiplies the negative experience with the brand and gives IVR a bad name. [ Read More ]
10/23/2014

jobs4america Records 16,080 Net New US Contact Center Jobs Created in Q3

jobs4america is a coalition of forward-looking business leaders committed to creating jobs in America. [ Read More ]
10/21/2014
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!