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SC Data Center Selects Feature-Packed Interactive Intelligence Solution for Its Single-Platform Architecture

May 25, 2010

Interactive Intelligence, which has earned global recognition for its unified business communications solutions have outpaced such big players as Cisco and Aspect to bag a contract from SC Data Center.Large part of the credit should go to Minneapolis-based Avtex, which is an Interactive Intelligence Elite Partner. Avtex led the sales effort and will provide deployment services and ongoing support for the Interactive Intelligence product, CIC that SC Data Center has purchased.

"Avtex was very hands-on throughout the sales process and got to know our business extremely well. Combined with CIC's unique architecture, this made us feel totally confident that our business needs would be met," company's vice president, Bob Vig said.

Interactive intelligencealso experiencing a strong market demand for its CaaS offering, the company has recently informed in a release.

Monroe, Wis.-based SC Data Center, Inc. provides IT and contact center services to The Swiss Colony, Inc., the marketer of a variety of products under nine different catalog brands, including Swiss Colony, Tender Filet, Seventh Avenue, Ginny's, Monroe and Main, Country Door, Midnight Velvet, Ashro, and Montgomery Ward. In a recent release, SC Data Center informed that it has selected Interactive Intelligence's all-in-one IP communications software suite, called Customer Interaction Cente (CIC). SC has preferred CIC over other products because of its single-platform architecture and breadth of features, Vig divulged.

Previously, SC Data Center used to employ a combination of products from various providers. The single platform CIC is expected to not only make it easier to handle its operation, it makes it cost effective for the company.

"Our previous system was a combination of products from various providers, which made it difficult to manage. CIC's single-platform, all-in-one software architecture proved ideal for cost-effectively providing rich functionality, while enabling us to simplify management," Vig explained.

"This architecture, along with flexible licensing, also meant we could make changes on-the-fly to more effectively accommodate our seasonal spikes in call volume," he further added.

SC Data Center will deploy CIC at five contact center locations in Wisconsin, Missouri, and Iowa. After the implementation of CIC is complete, the company plans to extend its CIC deployment to provide unified communications functionality to all its corporate employees.

"We anticipate being able to increase efficiencies and improve customer service with CIC's ability to streamline our communications enterprise-wide, while adding key features," Vig concluded.

The company in its media release also informed that its CIC roll-out will include a broad set of applications, including skills-based routing, speech recognition, unified messaging, outbound dialing, multichannel recording, and real-time supervision. The company will also use CIC's redundancy capabilities to ensure business continuity.

Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Alice Straight