ALC, a national passenger transportation management company serving transit agencies, school districts and the healthcare industry, has selected and deployed Interactive Intelligence (News - Alert) Group’s unified IP business communications solution, Customer Interaction Center.
The transportation company has now reported improved customer service using the all-in-one IP communications software suite
“CIC has enabled us to match calls with the best agent based on skill-set, then automatically route them even when agents are working remotely,” said Hants White, chief technical officer for American Logistics Company, in a statement.
“CIC has also provided us with multichannel routing capability so our agents can more quickly respond to customers whether they contact us by phone, fax, or email,” said White.
He said that as a company that specializes in dispatching transportation vehicles nationwide, the company needed a communications system that was nimble, reliable, and insightful.
He said that CIC’s open, single-platform software architecture with built-in redundancy fit the bill.
“It gave us the ability to quickly add new users, while enabling us to analyze interaction data to make better business decisions,” said White.
He said that ACP proved knowledgeable about CIC and was instrumental in getting it deployed under a very tight timeline.
“Without ACP’s understanding of CIC and our objectives, we would not have realized the full value of this deployment,” said White.
Officials with Interactive Intelligence Group said that today CIC supports ALC employees at the company’s Santa Ana, California headquarters, and at its dispatch center in St. George, Utah. CIC also supports ALC at-home workers throughout the U.S.
Company officials pointed out that ALC continues to test the flexibility of CIC with features such as automatic outbound IVR for appointment confirmations, and other planned enhancements.
“We’re looking at CIC’s speech recognition and text-to-speech capabilities to further improve customer service,” White said.
“The best part is that CIC’s unique architecture will let us add applications as we need them without big hardware upgrades. That kind of flexible, cost-effective growth means we can adapt our communications technology to meet customer needs instead of the other way around,” he added.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Rich Steeves