Interactive Intelligence's Customer Interaction Center to Power Northwest MLS Communications
June 25, 2012
Northwest Master Listing Service (MLS) and Interactive Intelligence (News - Alert) released a joint press release announcing that Northwest MLS had chosen Customer Interaction Center (CIC), Interactive’s IP communications software suite, as its communications solution.
KRP Communications, an Interactive Intelligence reseller, will provide CIC deployment services and maintenance for Northwest MLS.
With CIC, Northwest MLS plans to improve the efficiency of its widely distributed workforce. When one branch has heavy call volume, CIC will re-route calls to another branch so that customers can receive faster service. “Similarly, when a particular area is affected by weather-related interruptions, calls can be routed to a different location or to employees working from home,” said Tom Hurdelbrink, president and CEO of Northwest MLS.
Northwest MLS also plans to make use of CIC’s callback queue option to better serve customers. If customers don’t want to wait on hold, says Hurdelbrink, then CIC will keep their place in the queue and call them back when an agent is available.
Additionally, CIC’s reporting capabilities should allow Northwest MLS to more appropriately schedule and evaluate staff. The company will gain insight into employee performance and will learn how to better allocate its resources.
“We selected CIC because its single-platform, all-in-one architecture would most effectively support our mission of providing exemplary customer service to our membership of more than 21,000 real estate professionals across the state,” Hurdelbrink explained.
CIC provides total contact management over a variety of channels including phone, fax, e-mail, Web, SMS and social media. The tool also provides skills-based routing, priority and e-mail routing in addition to IVR and CRM interaction.
With real-time call recording, speech analytics and end-to-end reporting, CIC allows for agent monitoring and scoring and constantly scours for user-defined alarms. Customer feedback management, including automated post-call satisfaction surveys. Screen recording also allows for real-time quality monitoring.
CIC is also designed to make the migration to VoIP using SIP technology easy on IT staff. Using off-the-shelf servers, IT administrators can deploy all-software IP versions of CIC, eliminating multi-point legacy systems, reducing energy usage and cutting operations costs.
With CIC, businesses can centralize communications administration in a single interface. Businesses can also increase security thanks to advanced voice encryption and fewer access points for system break-ins.
Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. For more information on IEXPO West 2012 click here.
Edited by Brooke Neuman