All-in-One Cloud-based Contact Center Allows Contact Centers to Expand without Pain
September 27, 2012
Many contact centers continue to operate on legacy equipment because they feel they have no need to change. Expanded functionality, while nice to have, may not be enough of a driver to seek not only a new solution, but a new delivery model.
Nothing changes the need for a modern solution, however, faster than a need to expand the workforce, capacity or facilities.
When Rainmaker Asia, a large Philippines-based contact center outsourcing provider, won an account with a large U.S telecom firm to manage its billing, collections and subscription needs, it realized it had to modernize; it had been operating solely on a traditional hardware-based PBX (News - Alert) platform that served hundreds of agents.
Going forward, the contact center organization realized it needed the flexibility to quickly and easily create seats for the additional call center agents it required for its new contract.
The company sought information from all-in-one contact center solutions and IP communications company Interactive Intelligence (News - Alert). It realized it could meet its expanded needs with Interactive Intelligence’s multichannel contact center product built on a unified platform.
“With the new account onboard, we needed to rapidly expand the number of call center seats we had. Our traditional PBX solution could not easily scale to accommodate our rapidly growing employee base and so we began evaluating other solutions for traditional telephony solution and Interactive Intelligence Inc.,” Andrew Sarakinis, vice president Asia Pacific & General Manager of Rainmaker Asia, recalled in a case study. “We wanted a solution that could be quickly deployed, that worked with our customers’ CRM applications, and that would dynamically support our future expansion.”
Image via Shutterstock
CIC offered all of the features that Rainmaker required, including multimedia queuing and routing, screen-pop, reporting, fax services and Interaction Recorder for all Rainmaker’s recording needs.
Even more important for a call center services provider, the solution came with a powerful add-on dialer product called Interaction Dialer, which offered Rainmaker predictive dialing and blended, multi-site and campaign management services.
With CIC from Interactive Intelligence, Rainmaker Asia has gained very flexible and agile operations. The operator is now able to add new seats for call agents in less than three days, whereas in the past, it would take up to 30 to 45 days. Being able to serve its customers with such quick turnaround time led to Rainmaker securing over several hundred seats over the last five years from multiple, large customers.
In addition, Rainmaker has customized and built several applications tools in addition to the CIC system through its global development team. The open architecture of CIC gave Rainmaker this flexibility.
“Serving over 100 customers, Rainmaker Asia needed a reliable communications solution that would enable us to rapidly deploy services for our customers and introduce innovative applications to meet their requirements,” Sarakinis said. “Interactive Intelligence’s CIC has helped us not only become a stronger business, but was instrumental to our growth.”
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Edited by Braden Becker