Contact Center Solutions Featured Article

In an effort to consolidate its systems  to add functionality, as well as agents, to support its continued growth, CAPITAL Card Services has deployed the Interactive Intelligence all-in-one IP communications software suite to replace multiple products across its two South Dakota sites.

 

The Interactive Intelligence software suite, Customer Interaction Center (CIC), has replaced CAPITAL’s previous PBX, while adding several other telephony products to support the company’s 200 contact center agents and an additional 100 business users.

 

“We had separate solutions for multiple functions, such as voice mail, IVR, dialing, recording and reporting,” said CAPITAL’s senior director of IT, Doug Scheid, adding the company need a solution both efficient and cost effective.

 

The portfolio management and card outsourcing solutions provider selected CIC over upgrading its Mitel PBX, and instead of solutions from Aspect, Avaya, Cisco and Nortel, according to Jill Point, senior vice president at CAPITAL.

 

“Having a multi-product telephony solution made it challenging to consolidate data and run meaningful reports,” said Point.

 

Since deploying CIC, CAPITAL has improved operational performance from faster feature roll-out and better reporting to improved training and client satisfaction, according to Scheid.

 

The Interactive Intelligence solution is a software-based, all-in-one architecture that  enables users to roll out new features to either or both of the contact center sites – and also add agents -- without integration or hardware headaches, according to Scheid.

 

“CIC from Interactive Intelligence proved to be the only solution that could offer interoperability and flexible growth options, along with all the features we needed running on a single platform,” Scheid said.

 

 “In addition, CIC was the most cost-effective solution and our contract included upgrades -- something most other vendors weren’t willing to offer.”

 

In addition to helping supervisors more effectively coach agents, CIC’s automated call recording and quality monitoring has resulted in improved client satisfaction, according to Scheid.

 

“As a credit card outsourcer for large companies like Visa and MasterCard, it’s important that our clients know how we’re interacting with their customers,” he said. “CIC’s monitoring capability has helped us demonstrate first-hand that they’re getting great service from us; it gives us a lot of credibility.”

 

CAPITAL is now using CIC’s IP-based switching, automatic call distribution, interactive voice response, call recording, network-based call routing, outbound dialing, real-time supervision, and reporting. CIC processes about 500,000 inbound calls per month.

 

The company plans to add CIC’s multi-channel routing and recording later this year, according to Scheid.