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read moreWednesday, 15 July 2009 12:02
Sydney, July 15, 2009 – Interactive Intelligence Inc. (Nasdaq: ININ), a global developer of unified IP business communications solutions, today announced deployment of a 126-seat unified communications call centre solution for Australia's second largest credit union, Teachers Credit Union.
The Interactive Intelligence Customer Interaction Centre (CIC) application suite provides a multi-media contact centre capability which is being used to manage communications across five locations in New South Wales, Canberra and Perth. The deployment is expected to lead to faster, cheaper and more responsive engagement with the financial institution’s 155,000-plus members.
The solution has also provided a platform from which Teachers Credit Union has the opportunity to develop new IP-based agent-directed and self-service applications for product areas. These applications will potentially provide line managers with greater control over their own channel activities, ultimately leading to enhanced service delivery.
“The real benefit of the CIC is that it greatly improves base capability and gives us the opportunity to build new products to create a competitive advantage,” said Colin Thomas, IT manager, Teachers Credit Union.
The CIC deployment incorporates a range of disaster recovery procedures to ensure that the contact centre is always available and calls are not lost even if site connections are interrupted. Should one office go down, management of calls automatically switches to another nearby Teachers Credit Union office. In the worst case scenario, if a major disaster occurs, the system reverts to making and receiving calls through the public switched telephone network.
In addition to call centre functionality, the CIC deployment includes call and screen recording, outbound predictive dialling, and workforce management tools.
The Interactive Intelligence CIC was selected by Teachers Credit Union in consultation with its technology supplier, United Business Solutions. The decision was based on CIC's ease of deployment, its simplicity of operation and because it offered a non-proprietary base from which the credit union could take advantage of IP technologies. The implementation was managed by Interactive Intelligence Elite partner, CallTime Solutions.
“All in all, I think that the deployment has gone really well. It's been a first class effort. Throughout the project our business has not skipped a beat in terms of taking or making phone calls,” Thomas concluded.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact centre automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is ranked among NetworkWorld's top 200 North American networking vendors, is a BusinessWeek "hot growth 50" company, and is among FORTUNE Small Business magazine's top 100 fastest growing companies. The company is also positioned in the leaders quadrant of the Gartner 2008 Contact Centre Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached ; on the Net: http://www.inin.com/au-nz
