Jody Lane, workforce systems coordinator for Lifeline Aotearoa, said: "We evaluated several vendors but when we saw CIC we realised that the solution could provide Lifeline Aotearoa with critical functionality for skills-based routing as well as workforce management and enable the organisation to scale and build out its counselling service through internal control of the software."
The organisation also intends to use the capabilities of CIC to 'hire out' the software and its own call centre staff when workloads are light. Lifeline Aotearoa CEO Jo Denvir said: "We will also aim to increase our revenue base by tapping into CIC's new IP PBX functionality and offering contact centre resources for New Zealand business organisations requiring both inbound and outbound calling expertise at times when our call volumes are traditionally slack."
According to Interactive Intelligence, "CIC includes a multitude of features all running on an open, single platform. These include support for email, web chat and social networking options such as Facebook, increasingly critical to counselling youth who may be more comfortable seeking support through web-based services....
"CIC will enable Lifeline to scale up and down the number of counsellors it has on roster depending on circumstances such as natural disasters when more community assistance is required for assisting people in crisis."