Contact Center Solutions Featured Article

CCSi Installs Interactive Intelligence IP Business Communications Software

June 25, 2013

To cut on the costs associated with long-distance calls, one of the largest taxi dispatch services, CCSi, has recently switched to Interactive Intelligence Group Inc.’s all-in-one IP business communications software suite, Customer Interaction Center (CIC).


Considered to be a one-stop solution for reducing communication costs, CIC is a powerful application for managing phone calls, web chats, faxes and email for all business users, agents and supervisors. Its features claim to bridge the gap between location and technology, allowing businesses to take advantage of every aspect of unified communications and interaction management.

Officials at CCSi said that they have experienced an improved reliability, condensed costs, and improved customer service by installing CIC.

“We serve 15-plus fleets nationwide with more than 2,300 taxis generating up to 25,000 calls a day,” said CCSi general manager and CIO, Egor Shulman. “As a result, the reliability of our communications system is a key factor to growing our business. Since deploying CIC, we’ve gone from preventive system reboots about every two weeks, to absolutely zero downtime.”

CIC’s inherent platform components, enhanced applications and easily-licensed add-on features offer broad integration to business systems and expanded mobility, which is a benefit to any business.

Apart from the cost benefits, CCSi has also stated that the company has enhanced its customer service as a result of its CIC deployment. “CIC’s skills-based routing enables us to more effectively handle multi-language calls, high volume accounts, and more complex interactions such as those for commercial reservations,” Shulman said. “It also helps us train new representatives by starting them out with easier calls based on geography or type of reservation. The end result is better service.”

Officials at CCSi said that they chose CIC over competitive products for its single platform and all-in-one architecture. The company replaced its TeleVantage system with CIC, which was purchased from Interactive Intelligence reseller, Advanced Call Processing (ACP), who took charge of deployment and support.

“CIC has given us a competitive edge by enabling us to serve our taxi fleets more reliably and cost-effectively with a larger feature set,” Shulman said.




Edited by Ryan Sartor



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