Intervoice (News - Alert) has announced that existing Intervoice IVR
customer, Dickinson Financial Corporation (DFC) has selected the Intervoice IP Contact Center (IPCC) solution to extend their current IVR transactions to live agents.
DFC, headquartered in Kansas City, MO, is the holding company for Bank Midwest and five additional affiliated banks. The amount of the order is less than $1 million and is expected to be included in Intervoice’s solutions backlog for the quarter ended May 31, 2008.
DFC’s multiple site customer care contact center is expected to benefit from IPCC’s Built-in CTI
and SIP-based architecture for informed contact routing decisions. The CTI (News - Alert) capability allows customer data collected during the self-service IVR session to be retained throughout the customer’s entire interaction so that customers do not have to repeat their information to a live agent.
The customer data is presented to DFC agents by way of screen pops that allow the agent to more quickly and efficiently service their clients. The IPCC solution is switch-independent, allowing DFC to leverage the open, flexible architecture without the need to upgrade their current phone system.
"Intervoice has proven over the years that they know the financial services industry. We were happy to learn that Intervoice now offers an IP-based contact center to improve our operational efficiencies" said Marvin Schutte, EVP & Data Processing Center Manager, DFC, in a Thursday statement.
"We are looking forward to having a seamless connection between our self-service and live agent functionality."
Beyond the addition of the screen pop, DFC contact center agents will also be able to handle multiple media channels in addition to voice, such as e-mail, Web collaboration, fax call back requests and voice mail messages.
Contact Center is part of Intervoice Contact Portal, a standards-based, software-only solution for multi-channel contact centers. Contact Portal includes Intervoice IPCC, Intervoice Voice Portal and Intervoice Advanced Notification Gateway (News - Alert) for proactive notifications.
Intervoice delivers natural, intuitive ways for people to interact, transact and communicate. The company’s software and professional services enable innovative voice portal, IP contact center, hosted and mobile messaging and self-service applications.
Contact centers are able to deliver a much more satisfying experience to the customer if they do not create frustration within the interaction. One of the most frustrating aspects of interacting with the contact center for the customer is having to repeat information that was requested earlier in the process. By relying on solutions from Intervoice, DFC will be much better equipped to deliver a satisfying experience for the customer, thereby protecting the base.
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Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.