Contact Center Solutions Featured Article

June 24, 2009

Interactive Intelligence Honors Stellar Relay with Innovator Award

By Amy Tierney

TMCnet Web Editor

Contact center software vendor Interactive Intelligence (News - Alert) has honored a California-based customer relationship management outsourcer with its 2009 Innovator Award.

The company recognized Stellar Relay (formerly Stellar Nordia of Canada) for its deployment of the Interactive Intelligence Customer Interaction Center (CIC), which supports contact centers in the United States, Canada and the Philippines. More than 1,100 employees staff the sites. They assist about 30 million customer contacts per year, including multichannel interactions, the company said.

Interactive Intelligence, a global provider of unified IP business communications solutions, gives its Innovator Award each year to the one customer that demonstrates the most creative and comprehensive use of its all-in-one IP communications software suite.

Stellar Relay uses the CIC to route calls via IP across sites, which increases the company’s ability to handle voice traffic without adding new agents. It also used the solution to provide an IP Relay Service for the hearing impaired in California, allowing customers to initiate IP calls via the Web site that are then translated for agents.

What’s more, the company used CIC’s conferencing application, which resulted in a one-month return on investment and a 75 percent reduction in toll charges. It also deployed CIC’s desktop soft phone for call control, presence management, and unified messaging from a single interface for increased employee productivity.

Stellar Relay’s deployment marked the largest IP migration project in Canada when it was completed in 2005, the firm said.

What Interactive Intelligence found most impressive is how Stellar Relay took advantage of CIC’s broad functionality, Interactive Intelligence Founder and CEO Donald E. Brown said.

“Using a single, all-in-one platform to run everything from blended dialing and quality monitoring, to workforce management and multichannel routing, Stellar Relay has differentiated its services and increased employee productivity while minimizing cost and complexity,” Brown said in a statement.

Interactive Intelligence honored Stellar Relay during the vendor’s 11^th annual North American User Forum in May at the company’s Indianapolis, Ind. headquarters. During the event, Interactive Intelligence also recognized American Family Insurance and InfoCision Management Corp. as Innovator Award finalists.

Recently, Interactive Intelligence – which this month announced the imminent launch of its “Interactive Process Automation” software – received some recognition of its own. The company was named by the Indiana Chamber of Commerce among the 2009 “Best Places to Work in Indiana.” In the Chamber’s “Large Companies” category, Interactive Intelligence was ranked 12th.

Edited by Michael Dinan

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