Next, a clothing and homeware retailer based in the United Kingdom, has chosen to upgrade its contact centers by refitting them with Interactive Intelligence solutions.
Interactive Intelligence is an Indiana-based software company that provides “unified business communications solutions” for call centers. One of the company’s main products is its “Customer Interaction Center.” According to Interactive, this product gives a contact center a “standards-based, multichannel software platform to blend all media types with your business systems.”
Designed for use on both SIP and VoIP standards, the Customer Interaction Center brings the ability to queue, organize, record, and quality manage all customer communications and requests across multiple platforms. Whether it is via email, voice, chat or SMS, the Customer Interaction Center will filter these inquiries and deliver them to the most appropriate agent.
“The CIC suite has helped us to connect more effectively with customers, whether that is on the phone or through email, making life more convenient for them and improving their brand experience,” said Kevin Montgomery, head of technical services at Next.
Handling all levels of input at one time will allow the Next call centers to work at a higher capacity. In a world where calling in is now just one of many options, the ability to handle all requests is imperative to providing structure and maximizes the customer experience for all clients.
Along with the upgrade with Interactive Intelligence, the Customer Interaction Center Suite also includes Interaction Recorder. When you hear “this call may be recorded for quality purposes,” Interaction Recorder is one of much software offerings of its kind at work in the call center industry. Interactive Intelligence is pushing an “out of the box” report system to measure employee performance using the Interaction Recorder.
“Next is the latest of a number of blue chip companies to choose Interactive Intelligence for innovative, yet affordable technology that streamlines business,” explained Dave Paulding, regional sales director for the U.K. and Middle East. “Consumers want to communicate in ways that are the most convenient for them, whether that is on the phone, via email or even in a Web chat. Businesses that want to improve customer satisfaction and retention recognize they must cater for this need and are turning to interactive Intelligence Customer Interaction Center.”