VOXDATA Solutions Chooses Interactive Intelligence as its Communication Solution

VOXDATA Solutions Inc., a company that specializes in outsourcing contact center services, has decided to use Interactive Intelligence’s (News - Alert) unified business communication solution, Customer Interaction Center (CIC).

Interactive Intelligence has been growing in popularity as more and more companies are switching over their telecommunications software to work with Interactive’s all-in-one CIC platform. Interactive said its CIC program is designed to “manage every step of the customer experience,” and is a “single application suite supported on a single multichannel platform architected for SIP and voice over IP (VoIP) services.

Currently, CIC offers customers the capability for multichannel access for phone, fax, email, web, SMS, social media, and business objects. The platform also includes built in multi-language support, call routing, priority and skill-based routing, CRM integrations, eServices, IVR for self-service automation, and even the ability for employees to connect remotely, through their mobile devices, or even from home.

VOXDATA said this was the best option for its management needs. “CIC will give us new blended dialing and call recording features, along with the ability to route and queue Web chats, email, and SMS messages,” said VOXDATA’s vice president Mohannad Jnaid. “Its architecture will also enable us to more easily support our distributed offices, as well as, incorporate work-at-home agents.”

Jnaid said his company has many options in choosing a new unified communication solution, but after a massive review process the answer became clear. “As we reviewed these products, we paid close attention to how well they would integrate with our proprietary CRM systems,” said Jnaid. “CIC’s open software architecture proved most effective for our planned integration, plus no other vendor offered so many applications running on a single platform. Its simplicity set it apart from the competition.”

In addition to the new CIC program, Jnaid said his company was able to purchase an add-on called, Interaction Process Automation (IPA). This service allows companies to maintain better records on regulations and tracking of ISO and PCI (News - Alert) standards. Jnaid went on to say this new add-on will help the company “better adhere to compliance requirements, while increasing operational efficiencies.”