Interactive Intelligence wins NSW council unified IP business communications contract

Staff Writers
Wednesday, 04 February 2009 19:44

IT Industry - Market

Interactive Intelligence, a global developer of unified IP business communications solutions, has secured a contract to deploy a unified communications platform for Shoalhaven City Council in New South Wales.

Interactive announced in Sydney that the solution to be supplied to the Shoalhaven Council would form part of the council's investment in IP telephony, associated services and infrastructure, including new optical fibre cabling and a data network upgrade.

Interactive said the all-in-one IP communications software suite, Customer Interaction Center (CIC), would boost customer service with more effective call management.  The CIC single software platform would incorporate a fully featured IP PBX application suite and Multi Media Contact Centre built for VoIP.

John Rushton, communications and electrical manager at Shoalhaven City Council, said the selection of Interactive Intelligence following a review of two other shortlisted systems, and the chosen system would both improve and standardise the experience received by customers with calls routed to the right person in a process that would be faster and more efficient. 

“In addition, the architecture's in-built redundancy will provide us with business continuity enabling us to route calls to different locations in times of emergencies," said John Rushton,

Interactive said CIC would be implemented by the company’s Elite partner, CallTime Solutions, and the system would connect 680 business users and contact centre employees over six sites in its initial phase of implementation, including two main administration offices in Nowra and Ulladulla, the council library, regional tourist centre and two council depots.

In the second phase, Interactive said CIC would be deployed across smaller sites on a cost-benefit basis and would also be deployed for contact centre and business users at the Shoalhaven Emergency Operations Centre and regional Rural Fire Service.

Shoalhaven City Council plans to complete deployment by the end of March this year.