Interactive Intelligence's CIC Deployed by American Logistics Company

Customer Interaction Center or CIC has been deployed by American Logistics Company or ALC. CIC is the unified IP business communications solution from Interactive Intelligence (News - Alert) Group Inc. ALC is a national passenger transportation management company.

CIC's contact center automation and unified communications functionality has been deployed by ALC across the organization. As a result of this deployment, ALC has reported improved customer service.

In a release, Hants White, chief technical officer for ALC said, “CIC has enabled us to match calls with the best agent based on skill-set, then automatically route them even when agents are working remotely. CIC has also provided us with multichannel routing capability so our agents can more quickly respond to customers whether they contact us by phone, fax, or email.”

CIC has provided ALC with skills-based and multichannel routing. Additional functionality for interactive voice response, call recording, supervisory monitoring, and reporting have also been provided by CIC. Prior to CIC, ALC was using the legacy phone system, TeleVantage. This system was at its end of life as it had reached capacity.

White said, “As a company that specializes in dispatching transportation vehicles nationwide, we needed a communications system that was nimble, reliable, and insightful. CIC's open, single-platform software architecture with built-in redundancy fit the bill. It gave us the ability to quickly add new users, while enabling us to analyze interaction data to make better business decisions.”

Interactive Intelligence’s reseller, Advanced Call Processing or ACP has facilitated ALC’s purchase of CIC. Apart from providing deployment services, ACP is responsible for ongoing CIC support.

According to White, ACP had adequate knowledge about CIC. Under a very tight timeline, ACP has helped ALC in deploying CIC. ALC would not have realized the full value of this deployment without ACP's understanding of CIC and ALC’s objectives.

Employees at ALC’s Santa Ana, California headquarters are supported by CIC. Employees at the company’s dispatch center in St. George, Utah; and ALC at-home workers throughout the U.S. are also supported by CIC. With features like automatic outbound IVR for appointment confirmations and other planned enhancements, ALC continues to test the flexibility of CIC.

In other news, American Logistics Company (ALC) recently announced that it was awarded a contract by the Antelope Valley Transit Authority (AVTA) to operate the agency's Dial-A-Ride paratransit services program for seniors over the age of 65 and disabled residents living in the Antelope Valley. ALC was selected due to its innovative Coordinated Transportation Model, and AVTA expects to save $5 million over the potential life of the contract, when compared to the agency's previous Dial-a-Ride contract.