CaaS Contact Center Keeps Naviss Direct in the Game

By Robbie Pleasant
TMCnet Contributor

Naviss Direct is a company offering vehicle protection plans, and until recently was in need of a contact center solution to keep up with its growth. I say “until recently” because that’s no longer a problem, thanks to Interactive Intelligence’s (News - Alert) CaaS Contact Center.

The CaaS Contact Center is a Communications-as-a-Service solution, providing real-time supervisory and recording capabilities. With it, Naviss Direct can now track agent performance, manage call recordings, and gauge performances for all sorts of tasks. It also helps with the company’s outbound campaigns, calling prospects based on the information it gathered from incoming calls – garnering many new contracts for the company.

While the previous contact center solution that Naviss Direct used failed to provide the customer support it needed, Interactive Intelligence helped deploy CaaS Contact Center, and within the day it was connected and dialing numbers. It currently supports 100 agents and 27 business users from Naviss Direct’s St. Louis headquarters, providing automatic call distribution, interactive voice response, supervisory monitoring, unified messaging, reporting, voicemail and more.

“I’ve been in the automotive industry for 25 years working with companies like General Motors (News - Alert), Ford and Chrysler,” said Art Pender, COO at Naviss Direct. “By far, Interactive Intelligence has the best training and implementation services I’ve seen. We know we’ll get the support we need on time and in a professional manner, every time.”

Interactive Intelligence has proven its mettle here, with its CaaS Contact Center outperforming the other cloud-based solution Naviss Direct used before.

Naviss Direct is clearly benefitting from the CaaS Contact Center, and any expenses from replacing the old system are more than compensated for by the new customers it gained as a result.

This is one example Interactive Intelligence can file under “success stories.”

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe, Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO West 2012 click here.