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

Rimhub Holdings, Inc. Acquires Systems Integration

Rimhub Holdings has announced that the company has acquired Systems Integration, Inc. (SII), a company that provides contact center and IT help desk infrastructure solutions to U.S. Government agencies and commercial enterprises. The company also provides contact center and help desk systems. [ Read More ]
07/29/2014

California Association of Realtors Enhances Responsiveness with Interactive Intelligence

In the contact center solutions community, we hear so much these days about improving the customer experience and doing so with the additional objective of reducing costs. Contact centers after all are the front lines of customer interactions. Being able to be more responsive is key, along with taking advantage of state-of-the-art communications to dramatically reduce operating expenses. [ Read More ]
07/29/2014

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014
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!