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 For this reason, outdated, premise-based call center solutions are simply not robust enough to service the modern customer.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

Lowe's Opens New Customer Support Center

Lowe's, a home improvement company serving approximately 15 million customers in the United States, in collaboration with the State of Indiana and the City of Indianapolis is ready to open a Customer Support Center in Indianapolis. This new Customer Support Center will create up to 1,000 new jobs by 2016. [ Read More ]
07/24/2014

Contact Centers in Africa-Engaging Citizens and Engine for Economic Development

The recognition of the value of modern contact centers is a global phenomenon in terms of enabling governments to better engage and serve their citizens and as a driver of economic growth. This has been exemplified over the years by the enormous impact of the contact center business in places like the Philippines and India, and is of growing importance in Eastern Europe and the Middle East. And, now it can and should be Africa's turn according to Christopher Bell, Interactive Intelligence's Chan… [ Read More ]
07/24/2014

Interactive Intelligence INTERACTIONS 2014 Draws 2,200-Plus Attendees from 42 Countries

It is always a sign of company health, and typically an indicator of overall market vitality as well, when an annual gathering of customers, partners and leading industry subject matter experts by a recognized industry continues to expand. A case in point is customer experience solutions provider Interactive Intelligence's recently concluded INTERACTIONS 2014. [ Read More ]
07/24/2014

Aviva Augments Operations with New Vodafone Contract

When a vendor has been supplying a company for 17 years, that's no small feat, particularly in these days of rapid change and economic turmoil. But the association between Vodafone and Aviva has been going on that long itself, and is set to continue as Aviva, the global insurance firm, brings back Vodafone to set up a new array of communications services to keep the company on the leading edge of contact capability. [ Read More ]
07/24/2014
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!