January 09, 2013
Adapt Telephony's CIC to Upgrade First Bank's Contact Centers
By Mini Swamy
In today’s business world where efficiency and flexibility are bywords, can anything be more irksome than cajoling an aging enterprise telephony system to perform and having to manage loosely integrated multiple standalone systems from multiple vendors?
Well, First Bank of Highland Park, a privately-owned community bank, which was in the clutches of a rigid proprietary platform, decided to do an about turn and selected Adapt Telephony Services’ principal product offering – Customer Interaction Center (CIC) – to overhaul its systems.
“We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its unique single-platform, all-in-one software architecture," noted Thomas J. Olivieri, executive vice president and director of operations at First Bank.
The all-in-one unified communication platform will be deployed by Adapt throughout First Bank’s organization. CIC is expected to upgrade First Bank’s contact center by providing integrated software to manage all types of communication, faxes, e-mails and Web interactions and more from a single platform.
In addition, CIC’s customizable IVR menu and skill-based routing will ensure that calls go to the right person faster, thus enhancing client service and reducing the number of transferred calls. Further, CIC reportedly provided full redundancy across all applications, ensuring business continuity.
Further, the number of servers required will be reduced, energy consumption lowered, resulting in savings.
Adapt Telephony Services, a reseller and systems integrator of the Interactive Intelligence (News - Alert) suite of unified IP business communications software, earned significant business performance honors at the recent Interactions 2012 global conference in Indianapolis.
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Edited by Brooke Neuman