American Advisors Group, which specializes in reverse mortgages for senior homeowners, is now using Interactive Intelligence’s all-in-one contact center platform, Customer Interaction Center, to improve its customer service.
The CIC platform offers multichannel recording, skills-based routing and a slew of other advanced contact center features. Systems integrator and Interactive Intelligence (News - Alert) partner Altivon installed the system and will integrate it with AAG’s customer relationship management application from Salesforce.com (News - Alert). This will enable company advisors to view caller details on their screens prior to taking a call.
AAG selected the CIC platform to support its growth, better adhere to compliance regulations and improve quality assurance.
Headquartered in Phoenix, Ariz., Altivon is an IP-based communications solutions provider specializing in multi-media Customer Interaction Management, Interaction Process Automation, Enterprise IP Telephony, Unified Messaging and Networking. Founded in 1989, the company delivers high value, high impact unified communications solutions to contact centers and the enterprise and handles all aspects of solution design, deployment, support and on-going improvement. The company has offices across the US and Canada.
AAG runs national television advertising campaigns that generate a high number of phone calls that must be handled quickly and by the right representatives. For this reason the company an advanced, highly reliable and scalable contact center platform that could handle rapid spikes in call volume.
“We experience large spikes in call volume yet must handle every caller in a timely fashion and in compliance with state rules and regulations,” said Teague McGrath, AAG vice president of marketing, in a release. “The Interactive Intelligence suite from Altivon will ensure that calls are rapidly delivered to advisors licensed in the caller’s state.”
“With this new system we will be able to route calls intelligently, delivering them to the right advisors along with all the information needed to move the call forward,” said McGrath. “This is just what we need to ensure high caller satisfaction, conversion rate and company growth.”
“High quality customer service is a prerequisite for success in phone-based businesses like AAG’s,” added Bruce Andersen, Altivon president. “Our focus on delivering systems that elevate the customer experience through personalized, timely, informed connections ensures that AAG advisors can focus on selling the benefits of reverse mortgages to their market.”
Interactive Intelligence made news earlier this month when it announced that it had been honored by Frost & Sullivan (News - Alert) with the 2009 North American Product Differentiation Award for its new communications-based process automation solution, Interaction Process Automation, or IPA.
The company also made news in August when it introduced a new audio conferencing product, Interaction Conference 3.0, which adds call scheduling, recording and reporting to the existing audio conferencing capabilities of its IP telephony platform. Interaction Conference can be used as a standalone conferencing product, or with the company's all-in-one IP communications software suite.
Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Michael Dinan