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

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

AsiaPay Partners with Semafone for Secure Telephone-based Payments

Asia-Pacific electronic payment service provider AsiaPay recently announced that it has partnered with Semafone, a secure payment technology developer, to allow AsiaPay customers to complete telephone-based payments in its operating regions. [ Read More ]
03/24/2015

Cisco Brings Omnichannel Context to its Contact Center Solutions

Cisco Systems has expanded its contact center solutions with the addition of Context Service. The new cloud-based service, which Cisco is offering at no additional charge to its contact center platform customers, provides organizations with a complete view of their customers by aggregating customer information across all channels. [ Read More ]
03/17/2015

Interactive Intelligence Launches Latest PureCloud Services

Since revelation of its Amazon Web Services (AWS)-enabled multi-tenant enterprise collaboration and communications PureCloud platform in June of 2014, customer experience solutions provider Interactive Intelligence has been right on target with the announcement of new platform functionality. In January PureCloud Directory? was announced, and the rollout continues with the announcement of its latest additions: PureCloud Collaborate? and PureCloud Communicate?. [ Read More ]
03/16/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!