Heartland Dental, one of the largest dental support organizations in the country, has selected an all-in-one IP communications software suite from Interactive Intelligence Group Inc.
Interactive Intelligence Group Inc. is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience.
Thanks to the software suite, Customer Interaction Center (CIC), Heartland Dental has been able to improve customer service through its recording, monitoring and reporting capabilities.
“CIC has given us features that enable supervisors to monitor calls and coach our contact center agents as needed, even agents working from home,” said Connie Snyder, director of client services for Heartland Dental, in a statement.
Snyder said that agents can also request supervisory assistance with a click of a button on their computer screens, which means faster, more effective service.
“CIC gives us reports that show detailed breakouts of call and agent metrics, such as call volume, length of calls, hold times, and more,” Snyder said.
“This has enabled us to staff and train our agents more effectively,” he said.
CIC today supports more than 100 Heartland Dental contact center agents, who use it to take overflow calls from its 528 affiliated dental offices located across 26 states. Besides this, CIC also supports more than 200 business users at Heartland Dental, who use its telephony features, such as unified messaging and conferencing.
Gary Wise, director of IT for Heartland Dental said that Heartland Dental selected CIC to replace its existing PBX/contact center system, which had a limited feature-set and proved too expensive to upgrade.
Wise said that after the organization’s experience with the first vendor, the organization’s main priority was to select a vendor whose solution was intuitive, configurable, and could give it (the organization) meaningful call data.
“Equally important, we wanted total confidence that the vendor could successfully manage our deployment from design through roll-out. We talked to local businesses with call centers to find out what solutions they were using and if they were happy,” he said.
Wise said that during this process, Interactive Intelligence rose to the top of the list based on a lot of positive user feedback.
“We loved the fact that we could get everything we needed from Interactive Intelligence – and all Interactive-built -- instead of having to purchase and integrate multiple software systems from different vendors,” Wise said. “Plus, the price point was reasonable.”