Contact Center Solutions Featured Article

Interactive Intelligence's all-in-one IP communications software suite has helped ProService Hawaii, an outsourced provider of payroll, HR administration, health benefits, and workers' compensation in Hawaii, to lower costs and provide better customer service.

 

'From day-one, the Interactive Intelligence software resulted in initial savings of more than $15,000 and improved customer service through things like eliminating our third-party fax service and providing us with in-depth reporting that showed where we could improve efficiencies,' said Jon Yee , IT manager, ProService, in a statement.

 

Yee said that the software also kept the company's up-front costs low by minimizing hardware requirements and easily integrating with existing systems, such as with Polycom phones and CRM system.

 

Officials with ProService Hawaii saidv that the company is using the Interactive Intelligence Customer Interaction Center solution enterprise-wide to give it IP PBX, automatic call distribution, skills-based routing, desktop faxing, presence management, conferencing, one-number find-me/follow-me, workforce management, call recording and reporting functionality.

 

Company officials said that ProService Hawaii purchased CIC from Interactive Intelligence reseller, Century Computers.

 

Century Computers also provided deployment services with the assistance of QoS Telesys.

 

Jon Yee said that Century Computers and QoS were responsive to the company's needs, which resulted in fast deployment.

 

'In addition, our support services from Century Computers are very cost-effective - we're paying roughly the same per month for CIC compared to our old system, and CIC offers far more functionality,' he said.

 

According to company officials, ProService Hawaii replaced its hosted VoIP solution with CIC to more effectively accommodate growth.

 

The company selected CIC based on the system's standards-based software architecture and breadth of features, according to the company's chief operating officer, Ben Ancheta.

'We selected CIC over products from Avaya, Cisco, Mitel and ShoreTel because it provided both contact center and business user applications all running on a single, open, software-based platform,' Ancheta said.

 

'Having used PBX's in the past from vendors like Avaya and Nortel, I was pleasantly surprised to find that CIC provided all the functionality we needed in one scalable system,' he said.