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Interactive Intelligence's Enterprise IP Telephony Software Suite Chosen by Allied First Bank

November 16, 2011

Today it was revealed that First Bank, a community bank headquartered in Oswego, Illinois has decided to implement Interactive Intelligence Group Inc.'s innovative enterprise IP telephony software suite, called Customer Interaction Center (CIC) in order to provide additional capabilities across its entire company.

Why did Allied First Bank choose CIC you ask? Facing increasing demands, the organization was in desperate need of a solution that could replace its outdated Avaya system that would help to better manage IT simply while simultaneously increasing customer satisfaction.

"We evaluated several vendors, but selected CIC because of its unique single-platform, all--in-one software architecture," President of Operations and Marketing, First Bank, Andy Hardin said in a statement. "This architecture made CIC a clear winner because it gave us all the functionality we needed without having to add programmers or support staff to manage it."

According to a press release, CIC will allow Allied First Bank to gain access to an IP PBX, unified messaging, voice mail, desktop faxing, interactive voice response (IVR), automatic call distribution (ACD), recording, and reporting—all of which will help to increased efficiency.

"CIC's customizable IVR menu and skills-based routing will help us get callers to the right person faster for more effective customer service," Hardin added. "By reducing transfers, productivity will also increase."

Hardin concluded, "CIC gives us access to real-time information without IT involvement so we can make better informed decisions more quickly."

Back in June, Interactive Intelligence unveiled CIC Version 4.0 which according to the company powers a real-time speech analytics application, provides real-time keyword- and phrase-spotting on either the customer or agent side, or both sides of a voice conversation.

Jamie Epstein is a ContactCenterSolutions Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC as a Web editor for ContactCenterSolutions. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny