Contact Center Solutions Featured Article

T-Mobile Netherlands Picks the Interactive Intelligence Cloud-based IP Business Communications Solution

May 31, 2013

As those of you who follow Interactive Intelligence closely know, it has had significant success in capturing mind and market share in medium and larger enterprises, and now with its Small Center offer has a full portfolio of solutions to fit the needs of organizations of any size as well as give customers the option of a premises solution, cloud-based or hybrid one depending on their unique requirements.

The fact is that service providers are enterprises as well, and Interactive Intelligence scored a major success with the announcement that T-Mobile Netherlands has selected its cloud-based IP business communications solution to replace existing systems from Aspect, Avaya and Genesys, which were first deployed at T-Mobile Austria.

T-Mobile selected the Interactive Intelligence solution based on its flexibility, breadth of functionality, and the vendor's mature cloud infrastructure, according to T-Mobile Netherlands Project Manager, Rob Janssen.

"We had very specific needs and a clear vision for migrating our customer service applications to the cloud," Janssen said. "We opted for the Interactive Intelligence solution because it best aligned with our vision based on its innovative single-platform, multichannel architecture, and its secure and scalable cloud infrastructure."

The new solution, Interactive Intelligence Communications-as-a-Service, will support more than 700 employees at the T-Mobile offices in Netherlands and Austria, according to Janssen. He added, "By centralizing our communications management functions for calls, email and social media, we expect to offer more efficient, reliable and customer-focused service."

"We deployed our original systems seven years ago and they have become increasingly cost-prohibitive and lacking in features," said T-Mobile Austria's Manager of senior functional maintenance for customer operations, Stas Hagemans. "The Interactive Intelligence cloud solution will enable us to incorporate work streams into a coherent whole for greater visibility into multichannel interactions so we can increase operational efficiencies and fine-tune customer service."

T-Mobile Netherlands selected theInteractive Intelligence Communications-as-a-Service solution in collaboration with T-Mobile Austria and Deutsche Telekom AG. It expects to complete the deployment by the end of August 2013.

As I noted in reporting on Interactive Intelligence’s Q1 financial results earlier this month, and as confirmed in talking with channel partners, industry analysts, company representatives and customers, the company’s continuing investment in the cloud is paying off. In fact, its recent win with major retailer Kohl’s in the U.S. and now this T-Mobile one demonstrates how large enterprises in looking at their contact center needs going forward are giving the cloud more than consideration, they are making the move. 

Edited by Jamie Epstein