Contact Center Solutions Featured Article

Wheaton | Bekins Upgrades Communication Platform to CIC

December 12, 2012

Wheaton World Wide Moving | Bekins Van Lines is reaping the benefits of implementing Interactive Intelligence (News - Alert) Group, Inc.’s Customer Interaction Center (CIC).

The CIC platform offers companies a suite of integrated contact center applications, with the option of moving everything into the cloud.

After Wheaton acquired Bekins Van Lines, the company was looking for a way to merge both companies while keeping the line of communication open. Jerrod Carter, CIO for Wheaton | Bekins, said the company decided to replace its Nortel (News - Alert) system with something more sophisticated.

“It was going to cost us $100,000 just to bring our Nortel system up to date and with no added benefit,” said Carter. “After evaluating systems from Avaya (News - Alert), Mitel, ShoreTel, and Tribox, we selected CIC based on its sophisticated and flexible feature-set.”

The CIC solution allowed the companies to manage and blend incoming and outgoing multichannel interactions, develop and manage creative outbound campaigns, improve agent training and performance, unify communications on the desktop, and move to IP networks – all while saving money.

Carter’s company has been able to deploy communications quickly while improving the level of customer service offered, particularly due to a callback featured offered from CIC.

“Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected,” he said. “It lets customers keep their place in queue without sitting on hold – an option they’ve come to greatly appreciate.”

Since deploying the new solution, Wheaton has also seen increases in revenue, customer loyalty and productivity. Finding a communication platform, he said, was a critical decision and luckily he made the right choice.

“CPI was indispensable throughout the entire process – from its understanding of our objectives, to how we could best meet our goals within an aggressive timeline,” said Carter. “The company gave us a clear plan, and the onsite training they did for our employees the week before going live proved critical to a smooth transition.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

E-value International to Launch in Thriving Romanian Contact Center Market

According to a recent article published by The Diplomat, E-value International (EI) has opened a call center in Romania. The new facility is the latest addition to a growing contact center market in the country. [ Read More ]
03/31/2015

Satmetrix Finds Costco, USAA, Amazon.com and Apple Rank Highest for Customer Loyalty

Obviously one of the most important metrics for answering the question, "so how are we doing?" when it comes to providing compelling customer experiences is customer loyalty. In fact, measuring customer loyalty in general and against competitors is critical. In a world where alternatives are always a click away, and where customer acquisition costs are much higher than retaining existing ones, reducing churn and having permission to upsell is huge. [ Read More ]
03/31/2015

Report: Customer Service a Primary Concern for Consumers, Businesses

In the latest report from The Economist Intelligence Unit, "Creating a seamless retail customer experience," it asked consumers what exactly they want in their customer service and asked companies how they felt they deliver positive service through new technologies. [ Read More ]
03/30/2015

JD Power VoX: Holistic Approach to Customer Experience Monitoring and Management

One of the more interesting challenges in a world where enhancing the customer experience is now at the top of C-level lists everywhere is how to analyze and optimize those experience to drive financial results. For over 45 years, Westlake Village, California-based J.D. Power has specialized in helping organizations better understand the voice of the customer, and they have just introduced something that is sure to capture executive attention. [ Read More ]
03/27/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!