Contact Center Solutions Featured Article

ProService Hawaii Reduces Cost and Improves Customer Service with Help from Interactive Intelligence

July 07, 2010

Interactive Intelligence lent its expertise to ProService Hawaii, the state's largest outsourced provider of payroll, HR administration, health benefits and workers' compensation. The company has been able to reduce cost and improve customer service as a result of deploying the all-in-one IP communication software suite from Interactive Intelligence. 

'From day-one, the Interactive Intelligence software resulted in initial savings of more than $15,000 and improved customer service through things like eliminating our third-party fax service and providing us with in-depth reporting that showed where we could improve efficiencies,' said ProService Hawaii's IT manager, Jon Yee, in a statement.
'The software also kept our up-front costs low by minimizing hardware requirements and easily integrating with existing systems, such as with our Polycom phones and CRM system.'
The Interactive Intelligence Customer Interaction Center (CIC) solution is being used throughout ProService Hawaii to provide IP PBX, automatic call distribution (ACD), skills-based routing, desktop faxing, presence management, conferencing, one-number find-me/follow-me, workforce management, call recording and reporting functionality.
Century Computers, an Interactive Intelligence reseller, worked with ProService Hawaii to purchase and implement the CIC solution. Century Computers partnered with QoS Telesys for assistance with deployment services.
'Century Computers and QoS were responsive to our needs, which resulted in fast deployment,' Yee said. 'In addition, our support services from Century Computers are very cost-effective -- we're paying roughly the same per month for CIC compared to our old system, and CIC offers far more functionality.'
The hosted VoIP solution within ProService Hawaii is being replaced with the CIC to ensure it can more effectively accommodate the company's growth. The CIC solution was selected based on its standards-based software architecture and breadth of features, according to Ben Ancheta, the company's chief operating officer.
'We selected CIC over products from Avaya, Cisco, Mitel and ShoreTel because it provided both contact center and business user applications all running on a single, open, software-based platform,' Ancheta said. 'Having used PBX's in the past from vendors like Avaya and Nortel, I was pleasantly surprised to find that CIC provided all the functionality we needed in one scalable system.'
More than 120 ProService Hawaii employees are supported with the CIC today, located at the company's headquarters in Honolulu and field offices in Honolulu, Kona, Hilo, Kapaa and Kahului. The CIC solution also provides support to remote mainland workers who can leverage the same functionality as their in-office counterparts to drive efficiency.
In other Interactive Intelligence news, the company announced plans earlier this month to partner with 2share to promote Interactive Intelligence's portfolio of contact centre software and business process automation solutions in the Kingdom of Saudi Arabia.
In May, the company added its workforce management and dialer applications to its Communications as a Service (CaaS) offering, as well as a new Web-based administrative interface allowing for client control over configuration and billing.

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 Alice Straight