Contact Center Solutions Featured Article

Pinal County Government Improves Customer Service with Interactive Intelligence

March 04, 2010

Interactive Intelligence has played a part in enabling the Pinal County Government to improve service to residents. This government organization, serving the rural country of Pinal in central Arizona used a communications-as-a-service (CaaS) solution from Interactive Intelligence.

The CaaS Contact Center solution from Interactive Intelligence helps the Pinal Country Government to use such features as skills-based call routing and supervisory monitoring to improve overall customer-facing operations to deliver a better customer experience.

“The Interactive Intelligence CaaS Contact Center solution has enabled us to automatically connect residents to the right employees faster, as well as adjust routing in real-time based on fluctuations in call volume,” said Pinal County Government’s customer service administrator, Jerry Keely, in a statement.

“As a result, we’ve been able to efficiently process more than 300,000 calls for 42 departments since opening our ‘Citizen Contact Center’ in June 2007.”

With the deployment of the CaaS Contact Center solution, the Pinal Country Government has been able to migrate some Interactive Intelligence applications to its on-premise solution.

“The beauty of the Interactive Intelligence offering is that it gives us the flexibility to use applications via a mix of both a hosted and prem-based model,” Keely said. “This is totally unique and has enabled us to minimize costs, while maximizing resources.”

Voice Plus, an Arizona-based Interactive Intelligence reseller, assisted with the migration. According to Keely, Voice Plus offered extensive knowledge regarding the Interactive Intelligence solution, which proved critical in helping to achieve a smooth transition.

To gain the most value from the solution, the Pinal County Government deployed on-premise multichannel recording and quality management applications from Interactive Intelligence. It has also expanded its Interactive Intelligence on-premise deployment to support its help desk. The company has plans to deploy the vendor’s Web chat feature later this year.

“Providing superior service to the citizens of our county is a priority for us,” Keely said. “As a result of Interactive’s innovative capabilities, we can continue to improve on our efforts through faster response times, additional ways for residents to contact us, and improved agent training.”

In other Interactive Intelligence news, the company was also selected by Unum to improve efficiencies for its distributed contact centers and work-at-home users. Unum has reportedly purchased the Interactive Intelligence all-in-one, IP communications software suite, Customer Interaction Center (CIC).
In January, Rockford Mutual Insurance announced it had increased efficiencies and reduced costs' in its claims department after deploying content management and workflow products from Interactive Intelligence. 

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Patrick Barnard