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

Article comments powered by Disqus

Related Contact Center Solutions Articles

Presence Technology Partners with Interactive Connect

Presence Technology, a provider of Multi-Channel Contact Center solutions that enable Contact Centers to optimize resources and improve communication process efficiencies, and Interactive Connect, LLC, a voice and data managed services and solutions provider, have announced new partnership. [ Read More ]
07/22/2014

Fonolo: Say Goodbye to Nerve-Wracking Hold Times

Anyone who has had to wait on hold knows how frustrating it can be; you either have to put up with listening to snippets of songs or music (that you'd rather not hear) or endure long periods of silence not knowing what's happening at the other end. Tech Cu, a credit union in the Silicon Valley, decided to give its call center customers a better experience by replacing nerve-wracking hold times with a call-back solution. [ Read More ]
07/22/2014

El Centro de CenturyLink Celebrates its Thirtieth Anniversary

As CenturyLink travels down memory lane and relives its thirty years of existence, it has many reasons to be proud of its achievements. Realizing how important the Hispanic market was, committed employees, with support from the company, established a bilingual call center to provide in-language customer service to the company's Spanish-speaking customer base. After this, "El Centro de CenturyLink" was born, and from then on, there was no looking back. [ Read More ]
07/21/2014

Contact Center Solutions Week in Review

It was another eclectic week in the Contact Center Solutions Community to say the least. Not only were there nice to not new capabilities offered, jobs to be had and industry recognition, but there was also a number of items on trends and a large dose of helpful advice. [ Read More ]
07/19/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!