Contact Center Solutions Featured Article

Interactive Intelligence Drives Bottom Line Success for Bentley Systems

October 17, 2012

It’s a global economy. And in many cases, large businesses span multiple countries. Keeping processes running as smoothly as possible often requires many areas of the organization or enterprise, including contact centers, to be run in one central location. With multi-national companies, this can be a huge issue as there are not only geographical barriers, but language barriers as well.

Bentley Systems, a software company, was founded in 1984. The software allows engineers to use their computers to design everything from roads, railways, bridges and maps. The software has been a hit and Bentely now has offices in more than 40 countries where 18 different languages are spoken.

Bentley also wanted to run their processes out of one location and they knew they needed to make improvements to do that more effectively. The company took on Interactive Intelligence (News - Alert) Inc., to make that a reality. In doing so, they have reduced their contact center resolution times down from four minutes to 30 seconds. They’ve also saved about $1 million in taking on Interactive Intelligence Inc.

This success story is the focus of this video; one that highlights that with more than 900 products on the market, Bentley needed a solution that would route calls to the right place in the right language to the person who can address that issue regarding that specific product. Interactive Intelligence Inc. was able to provide that solution.

By using Interactive Intelligence, Bentley was able to integrate their SAP CRM and Microsoft (News - Alert) Link for voice as the VoIP layer, producing a solution that all the offices all over the world could utilize. The key factor in picking a good multichannel process center was the ability to integrate as they did. By choosing these products, engineers could access everything they needed all from one place.

The automation Bentley employees were able to achieve following deployment allowed the IT staff see in real-time when contact center issues would crop-up, who was available to handle the issue, and when. But the contact center handles more than just IT service calls; sales representatives also count on the integration to do their jobs faster and more efficiently, as do back-office personnel and many other departments in Bentley’s operation.

Interactive Intelligence is known for its complete solution approach in its all-in-one contact center solutions. Their solutions can be used as hosted solutions or on-premise. Companies today need application-rich IP PBX (News - Alert), and Interactive Intelligence delivers just that, all from a single integrated platform that offers multichannel queuing, ACD, and IP PBX functionality.

With a unified approach to the quality customer experience, Bentley – and others like it – are able to find that competitive advantage in the market and turn it into measurable bottom line benefits.




Edited by Brooke Neuman

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