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

Logitech's USB headset H570e to Enhance the UC Experience

With workplaces constantly changing, there has been an accelerated demand for software and headsets; while the transition to a softphone is almost automatic, the search for a good affordable headset that's tuned to unified communications platforms isn't easy. However, Logitech has a new comfortable one lined up that might just suit their needs-the USB headset H570e. [ Read More ]
07/28/2014

Talk2Rep Partners with Lighthouse Works

Talk2Rep, Inc., a national business process outsourcing (BPO) provider based in Florida, has entered into a strategic partnership with Lighthouse Works. This partnership offers improved job opportunities for people who have poor visions. [ Read More ]
07/28/2014

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014
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!