As more and more call centers put their platform into the cloud, these companies are finding a breadth of call center functionality they never would have dreamed of just 10 years ago. As one might expect, telephone companies are on the forefront of this expansion.
T-Mobile Austria, a subsidiary of Deutsche Telekom (News - Alert), recently chose Interactive Intelligence Group Inc.’s cloud-based contact center solution, Customer Interaction Center, to support its 500 agents across two sites. The Austrian company said it chose Interactive Intelligence (News - Alert) for its flexibility, the availability of European data centers for a cloud deployment option, and proven track record backed by more than 5,000 customers worldwide.
Indianapolis-based Interactive Intelligence’s solution was designed to provide contact centers with a standards-based, multichannel software platform to blend all media types with existing business systems. Real time and historical information organize the service experience in a more seamless and efficient manner, and the solution’s IP communications alongside existing resources and new technologies can boost interaction processing power even further.
Customers today are more sophisticated than ever, and though the telephone remains their favorite channel of choice, they expect similarly robust service via whatever channel they choose: phone, e-mail, Web, mobile app and even social media. For this reason, outdated, premise-based call center solutions are simply not robust enough to service the modern customer.
CIC will help support T-Mobile’s (News - Alert) recently re-launched “European Routing Platform Customer Service” (ERPCS) project, which was designed to boost flexibility, integrate outbound campaigns, cut costs, and add non-voice routing capabilities.
“We have very high standards and Interactive Intelligence has been diligent in sticking to all of them,” said Werner Weiss, T-Mobile’s project manager. “CIC’s flexibility, cloud deployment option, and value for the money were key in winning us over. However, the deciding factors were our very positive impressions based on customer reference site visits, and Interactive’s exemplary approach to project planning,” he added.
Interactive Intelligence is a Platinum-level sponsor of ITEXPO Miami 2013. Taking place Jan. 29-Feb 1 in Miami, Florida, ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #409. For more information on ITEXPO, click here.