Contact Center Solutions Featured Article

Interactive Intelligence's Customer Interaction Center Enhances Productivity at Loring Ward

July 26, 2012

Financial services company Loring Ward has reported that after deploying Interactive Intelligence Group's unified IP business communications software solution, Customer Interaction Center (CIC), it experienced increased productivity, improved client service and reduced costs.  The Customer Interaction Center replaced an Avaya suite and is now used by all Loring Ward employees as a managed service.

"As a result of our CIC deployment, employee productivity has increased 30 percent," said Loring Ward's vice president of infrastructure, Randy Rudolph. Rudolph went on to cite Customer Interaction Center's find-me/follow-me feature. This capability allows employees to be reached anywhere from one number.

It has proven to be a major factor for productivity improvements, particularly when leveraging the power of the software's presence management feature, which allows employees to view colleagues' statuses.  "With our people so geographically dispersed, this eliminates a lot of phone tag and voicemails, which has had a huge impact on productivity," added Rudolph.

Loring Ward also uses CIC’s Interaction Marquee. This feature exports statistical contact center data to a wallboard for display. It provides supervisors with a comprehensive and timely view for better managing incoming calls from the company’s financial advisors.

In addition, to being more responsive, Interactive Intelligence's Interaction SIP Stations are enabling  Loring Ward to leverage all of the functionality and cost savings of SIP. "The Interaction SIP Station devices have eliminated the heavy costs associated with our Avaya IP desk phones, as well as costs associated with hardware upgrades," said Rudolph. "Plus, its Power-over-Ethernet enables us to leverage our server room's redundant power infrastructure, which eliminates the need to supply redundant power at each desk while ensuring reliability."

Finally, Loring Ward has also deployed Interactive Intelligence's Managed Services offering. It constantly monitors the CIC, providing a complete picture of all programming changes and updates. According to Rudolph, Managed Services makes IT administrators' jobs easier. They don't have to become experts with the CIC software in order to provide support.

The CIC solution has been the subject of recent customer attention. Earlier this week financial services company National Datacare detailed how it too had replaced a legacy system with the Interactive Intelligence solution and was achieving significant operational results including better enterprise-wide information sharing, cost reduction and the ability of its contact center agents to provide improved customer experiences. 

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Edited by Peter Bernstein