Bicycle parts, accessories and apparel distributor, Quality Bicycle Products (QBP) has adapted Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center, to support all of its 500 employees located at its corporate headquarters in Bloomington, Minn., and at its distribution center in Ogden, Utah.
Customer Interaction Center (CIC) is an all-in-one contact center solution and a single pre-integrated application suite, supported on a single multichannel platform architected for SIP and voice over IP (VoIP). This new software will replace the company’s Mitel (News - Alert) phone system.
The officials at Quality Bicycle Products said that they choose CIC after reviewing communications solutions from Avaya, Cisco and Mitel, to accommodate the company’s growth and need for more sophisticated communications applications.
“During the vendor review process we were very impressed with the depth and breadth of CIC’s feature-set,” said QBP’s chief information officer, Jed Hicks. “What really set it apart though was its open, single-platform software architecture, which eliminated the need for us to purchase third-party components, minimized the number of systems we would need to manage, and maximized interoperability with existing systems.”
QBP officials said that they would utilize CIC to provide their employees with functionality for automatic call distribution, interactive voice response, unified messaging, voicemail, presence management, conferencing, and reporting.
QBP also plans to deploy CIC add-on applications for multichannel recording and quality monitoring, and workforce management.
“We anticipate saving time and money by using the workforce management application to more effectively schedule our contact center staff,” Hicks said. “We’ll also be able to use it to help manage break times and time-off requests.”
QBP expects to improve overall performance as a result of the software suite’s deployment. “The new recording capability will enable us to record calls and capture screen action simultaneously,” Hicks said. “It will really enhance training when our agents can see what was on their computer screen when listening back to a customer call.”
Interactive Intelligence provides unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company’s solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections.
Jyothi Shanbhag is a contributing editor for TMCnet. To read more of Jyothi's articles, please visit her columnist page.
Edited by Tammy Wolf