Contact Center Solutions Featured Article

T-Mobile Austria Chooses Interactive Intelligence for Its European Routing Platform Customer Service Initiative

January 10, 2013

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 (News - Alert), a subsidiary of Deutsche Telekom (News - Alert), recently chose Interactive Intelligence (News - Alert) 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 For this reason, outdated, premise-based call center solutions are simply not robust enough to service the modern customer.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.

T-Mobile Austria’s (News - Alert) CIC deployment is expected to go live this summer.

Interactive Intelligence is a Platinum-level sponsor of ITEXPO Miami 2013. Taking place Jan. 29-Feb 1 in Miami, Florida, ITEXPO (News - Alert) (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #409. For more information on ITEXPO, click here.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

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

Inflow Communications Partners with Brocade Communications and Aerohive Networks

Inflow Communications has been a provider of both strategic consultative services and the installation of ShoreTel business VoIP phone systems and HD video conferencing, with unified communications integration, since 1997. The company's unique combination of consultation and post-installation service has set the company apart from competitors in the business VoIP system and video conferencing market. [ Read More ]
07/25/2014

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ 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!