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Unitus Taps Interactive Intelligence for Customer Interaction Center

April 01, 2011

Unitus Community Credit Union has selected the Interactive Intelligence IP communications software suite, Customer Interaction Center for use throughout its organization, replacing an Avaya (News - Alert) system.

Unitus officials say the move is part of an effort to “improve its member services by offering contact via email and Web chat, and by adding new functionality such as speech-enhanced interactive voice response and skills-based routing.”

Unitus’s project manager, Leah Keeler, said with the CIC system the credit union “will now be able to do things like match caller ID with the associated account information so members are automatically routed to the most appropriate agent.”

The credit union’s CIO, Brian Irvine, noted CIC’s Windows-based architecture allows them to “manage the system in-house.” The deployment is slated to eventually support the entire Unitus workforce located across its eight branch offices throughout Oregon and Washington.

TMC’s Rajani Baburajan wrote that Interactive Intelligence (News - Alert) certified the SIP trunking test results of IntelePeer, a provider of communications via cloud-based infrastructure.                          

IntelePeer (News - Alert) SIP trunking services can be used with the all-in-one IP communications software suite, Customer Interaction Center (CIC), version 3.0, according to Interactive Intelligence’s certification.

Interactive Intelligence demands for extensive certification testing before integrating any services with its products, according to company officials cited by Baburajan, who wrote that

“IntelePeer's SIP Trunking services experienced rigorous call-flow tests. The company demonstrated quality performance and dependability for delivering and receiving calls and supporting key CIC 3.0 functionality. The functionality includes t.38 fax delivery and find-me/follow-me features.”

This past week, TMC’s (News - Alert) Anil Sharma wrote that The RoomPlace, a furniture retailer with 24 locations throughout Illinois and Indiana, selected the IP business communications offering from Interactive Intelligence.

"Connecting all of our locations using the same communications system will greatly enhance our ability to route calls, improve our customer loyalty programs, and respond to customers in a more timely and efficient way," said Michelle Pacynski, chief information officer of The RoomPlace, in a statement.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Janice McDuffee

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