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Interactive Intelligence's Customer Interaction Center Improves Service at Quality Bicycle Products

September 05, 2012

Wholesale distributor of bicycle parts, Quality Bicycle Products (QBP), recently improved its customer service levels due to deploying Interactive Intelligence's Customer Interaction Center, an all-in-on IP communications software suite.

Interactive Intelligence's solution replaced an existing Mitel system and supports all 670 employees at QBP's headquarters in Bloomington, Minnesota, as well as at its distribution centers in Ogden, Utah and Harrisburg, Penn.

“Our main priority was to get away from proprietary systems that limited our ability to serve customers,” Jed Hicks, QBP’s chief information officer, said in a statement. “CIC gave us more functionality, helped us consolidate interfaces, and easily integrated with our email, CRM and chat systems. This has enabled our employees to respond faster and more effectively to customers.”

Hicks went on to add that CIC's skill-based routing capability has improved QBP's service levels, allowing the company to set up routing rules based on its product lines and employee expertise. This ensures that dealers are matched with the right person to deal with their needs.

Since the company handles 250,000 calls per year from 5,000 dealers – by Hicks' estimation – this added efficiency has been noticeable.

In terms of internal efficiencies, CIC's presence management feature has also helped, enabling employees to quickly see the status of other workers.

“Combined with CIC’s directory look-up and desktop call control features, this has saved us enormous amounts of time otherwise spent chasing employees, leaving messages and returning calls,” said Hicks.

Furthermore, CIC's remote agent provides mobile employees with the same functionality as those working at headquarters, allowing calls to be routed to an employee's home office or smartphone.

Lastly, Interactive Intelligence's single-platform software architecture has also saved QBP money as it minimized the number of communications systems needed to run its service center smoothly.

Interactive Intelligence also recently helped the Credit Union of America move its corporate and call center employees to a new location without any downtime to phone service thanks to CIC.

Interactive Intelligence is a Platinum sponsor of
ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO is the world’s premier IP communications event. Brandon Rowe,Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO West 2012 click here.

Edited by Braden Becker