Contact Center Solutions Featured Article

U.K.'s Skipton Building Society Implements Interactive Intelligence's Customer Interaction Center

October 24, 2012

The U.K.’s Skipton Building Society has this week announced that it will be transitioning its contact center to Interactive Intelligence (News - Alert) Solutions.

Skipton, a U.K. financial services organization that offers solutions for changing financial circumstances, needs its underlying technology to match its customer service aims. From December, over 1,200 users will use elements of Interactive Intelligence’s Customer Interaction Center (CIC) suite, including Interaction Recorder and Interaction Analyzer.

Interactive Intelligence’s CIC is an all-in-one contact center solution supported on a multichannel platform architected for SIP and voice over IP (VoIP). Interaction Recorder is a complete solution for recording and quality control, simplifying the evaluation processes with out-of-the-box reports to measure team and individual results.

Interaction Analyzer scores conversations based on keywords, offering a supervisor a quick and simple way to monitor call performance.

“After a lengthy tender process, we selected Interactive Intelligence due to the combination of a quality product and a good service proposition,” said Claire Davey, head of Skipton Direct, in the announcement of the implementation. “The installation process has been professional and proficient. We currently handle over two million customer interactions every year, so we need technology that helps us drive customer satisfaction.”

“Skipton offers another example of well-established organizations rightly placing their trust in Interactive Intelligence to create an effective customer contact system that delivers results,” said Dave Paulding, regional sales director U.K., Middle East & Africa for Interactive Intelligence. “Our high-quality service and solutions meet and exceed any organization’s communication needs, whether it is helping to generate cost savings, drive efficiencies, or increase revenues.”




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
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!