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

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