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

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Contact Solutions Launches Adaptive IVR that Learns from Caller Behavior

We are all familiar with Interactive Voice Response (IVR) systems as the first thing we typically encounter when calling a contact center. The fact of the matter is that today's IVR capabilities can do a lot more than just give us options for directing calls to the appropriate resources. They are in fact valuable tools for contact center administrators in terms of improving the customer experience. In fact, as illustrated by the recent announcement by Reston, VA-based cloud-based customer care s… [ Read More ]
02/25/2015

Interactive Intelligence Highlights Five Customer Interaction Trends to Watch in 2015

A few weeks ago collaboration, communications and customer engagement solutions provider Interactive Intelligence hosted a jam-packed webinar called What's New for Contact Centers in 2015 and Why it Matters. If you missed this event, you can still watch and listen to the archived version, and it is highly recommended to say the least. [ Read More ]
02/19/2015

Teleperformance Wins Frost & Sullivan Award for Product Leadership in Chile

Work with BBVA cited as Teleperformance Wins Frost & Sullivan Product Leadership in Chile award. [ Read More ]
02/18/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!