Contact Center Solutions Featured Article

Ruby Receptionists Enhances Customer Interactions with Interactive Intelligence

January 18, 2011

Remote receptionist services provider Ruby Receptionists, has selected the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC), for use throughout its organization.

The Interactive Intelligence software will replace the Nortel PBX and a TeleVantage voicemail system in the Ruby Receptionists environment. With this new placement, clients will be offered additional features and more customized options when contacting the company.

“We were close to reaching capacity on our Nortel system so the time was right to start evaluating other communications solutions,” said Ruby Receptionists president and CEO, Jill Nelson, in a statement. “With our communications system such a central part of our business, we knew this was a key opportunity to add sophisticated new features, while gaining the ability to better tailor services to meet our unique client requirements.”

Ruby Receptionists spent time evaluating solutions from its incumbent vendors, as well as offerings from Avaya and ShoreTel. The CIC platform was selected due to its robust ability to support the multitude of inherent applications running on a single platform. Ruby Receptionists also liked the fact that the CIC solution offered an open, software-based architecture and virtually unlimited customization options.

Interactive Intelligence Elite Partner, KRP Communications USA Inc., completed the CIC sale and will assist Ruby Receptionists with all customizations. Ruby Receptionists plans to implement skills-based routing; client-specific call-handling rules, such as the type of music played during on-hold sessions, forwarding options, and hours of operation; and screen pops that indicate how receptionists should answer each client’s calls.

“Among our planned CIC customizations is an automated alert feature, which will notify our back-up and management teams when call volumes spike so we can further improve service,” Nelson said. “And by using CIC to consolidate our systems, we’ll also be able to get clients set up faster.”

KRP was considered critical to the success of the CIC implementation. According to Nelson, the firm offers more than 12 years of CIC deployment experience, which is already proving to be instrumental as Ruby Receptionists continues to find ways to maximize the system. The firm seeks to empower receptionists with everything they need to provide personalized and effective service. The company plans to deploy CIC to support receptionists at its Portland-based office.

“We’ve always provided our clients with bright, articulate, friendly receptionists,” Nelson said. “Now we can give these talented individuals the most innovative technology so they can provide even better service and we can continue to meet the demands of our growing client base.”

Interactive Intelligence is a Platinum sponsor of ITEXPO East 2011. To be held Feb. 2-4 in Miami, ITEXPO is the world’s premier IP communications event. Visit Interactive Intelligence in booth #607. Don’t wait. Register now.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Tammy Wolf