Interactive Intelligence Helps UK Debt Collector Unify Its Contact Centers

Unified IP communications company, Interactive Intelligence (News - Alert) is working with UK debt collection company CapQuest to connect the latter’s global call centers to create a true unified center for the business, which makes an average of 250,000 outbound call attempts each day.

CapQuest is one of the UK’s most experienced managers of overdue debts. The company acquires debts from various lenders including banks, credit card companies, stores, catalogue retailers and many other providers of credit to individuals. CapQuest also works and acts on behalf of many high street lenders, contacting their customers to help settle outstanding debts.

CapQuest is now using Interactive Intelligence’s Customer Interaction Centre (CIC) for a range of purposes, including contact center activities and business relations, as well as communications between staff based across the four locations. The CIC solution is a unified communications all-in-one solution, it is a single application suite, supported on a single multichannel platform architected for SIP and voice over IP (VoIP).

“The system has proved to be extremely reliable,” said Antoine Ducarme, CapQuest’s telecom services manager told CallCentreHelper.com. “In an environment such as ours, CapQuest CIC has consistently been able to handle anything that is thrown at it. It is a critical part of our contact center operation and our business relies on it.”

CIC enables all four of CapQuest’s contact centers to act as one unified center through the product’s VoIP capability. The module that was developed specifically for the company allows the company to record interactions, and the company has also developed its own IVR solution which allows clients to call and make a payment without having to speak to an agent. CapQuest chose to upgrade the system in February 2010, and is currently in the process of deploying a number of service updates, said the company.

CapQuest, which said the upgrade was easy and fast, now has the ability to link call activity with CRM, enabling the data to be interpreted much more easily. They use a customized CIC recording functionality to simplify its quality evaluation processes, interpreting the reports to facilitate the measurement of both team and individual results.

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