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Unitus selects Interactive Intelligence's IP communications software suiteApr 01, 2011 (Datamonitor via COMTEX) -- Unitus Community Credit Union has selected the Interactive Intelligence's Customer Interaction Center, all-in-one IP communications software suite, for use throughout its organization. Unitus is replacing an Avaya system with Customer Interaction Center (CIC) to improve its member services by offering contact via e-mail and Web chat, and by adding new functionality such as speech-enhanced interactive voice response and skills-based routing. "As our credit union has grown we've needed to find new ways to better serve members," said Unitus Community Credit Union's project manager, Leah Keeler. "With CIC, we will now be able to do things like match caller ID with the associated account information so members are automatically routed to the most appropriate agent." Unitus selected CIC after evaluating solutions from Avaya, Cisco and ShoreTel. KRP Communications USA, an Interactive Intelligence Elite Partner, completed the Unitus sale of CIC, and will assist the company with deployment and customization. Planned customization services include enhanced skills-based routing, advanced predictive dialing, and screen pop integration. In addition to CIC, Unitus has purchased add-on applications for outbound dialing, multichannel recording, customer feedback surveys, and a custom CRM integration. When deployment is complete, CIC will support the entire Unitus workforce located across its eight branch offices throughout Oregon and Washington. http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon |