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Estate Information Services Enjoying Benefits of Interactive Intelligence's CIC

August 09, 2011

Estate Information Services (EIS), a specialty collection company providing estate search services, probate and bankruptcy proof of claim filings, bankruptcy adversary services, and other unique recovery solutions, has announced deployment of Interactive Intelligence’s all-in-one IP communications software suite, Customer Interaction Center (CIC), for use throughout its organization to consolidate its PBX, predictive dialer, and call recording products for simplified management and improved reporting.


“Our three separate products made system management and reporting cumbersome and manually intensive,” said Jeff Falk, director of technology for EIS, in a release. “By replacing our disparate systems with CIC’s all-in-one architecture, we now have a single point of management and can report in real-time across applications, which has resulted in increased operational efficiencies and improved customer service.”

Interactive Intelligence’s CIC solution is providing employees of Ohio-based EIS with many benefits, including automatic call distribution, predictive dialing, voice mail, faxing, interactive voice response, supervisory monitoring, recording, and reporting functionality. In addition, EIS has integrated CIC with its proprietary collection application to deliver real-time functionality to its collectors.

“CIC was head and shoulders above the competition for its total cost-of-ownership,” Falk said. “CIC best supported our growth plans with its ability to add applications for use across locations without pricey hardware investments or lengthy deployment cycles. CIC has already helped us to maintain service levels during surges in business volume.”

“Compliance regulations for the estate and probate collection industry require us to record and track every customer interaction,” Falk added. “CIC has enabled us to do this most cost-effectively, while also letting us link recordings to each customer record so we get faster, more in-depth insight into our interactions.”

EIS is currently evaluating additional CIC add-on applications with the hope of further increasing efficiencies and improving customer service.

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2011. To be held Sept. 13-15 in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. To find out more about Brad Forsythe,Technical Sales Support at Interactive Intelligence and Tim Wittbrod, Technical Sales Support at Interactive Intelligence,  visit the company at ITEXPO West 2011. Brad Forsythe is speaking during “The Cloud Evolution in Contact Centers,  UC in the Cloud: Understanding the Benefits and Challenges and The Contact Center: The Key to Social Media Success. “ Tim Wittbrod is speaking during “The Role of Unified Communications in Social Work Patterns.”




John Lahtinen is Community Development Editor for ContactCenterSolutions. He has more than 15 years of combined professional and educational experience involving news, education, and marketing. John holds a master's degree in journalism from the S.I. Newhouse School of Public Communications at Syracuse University and a bachelor's degree in English from the State University of New York at Plattsburgh. To read more of his articles, please visit his columnist page.

Edited by Jennifer Russell



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