Business Process Automation Featured Article

The RoomPlace Selects Solution from Interactive Intelligence

March 28, 2011

The RoomPlace, a furniture retailer with 24 locations throughout Illinois and Indiana, has selected the IP business communications solution from Interactive Intelligence.


"Connecting all of our locations using the same communications system will greatly enhance our ability to route calls, improve our customer loyalty programs, and respond to customers in a more timely and efficient way," said Michelle Pacynski, chief information officer of The RoomPlace, in a statement.

"Our goal is to differentiate ourselves by providing the best customer service possible, and CIC will play a key role in making this possible," said Pacynski.

The furniture retailer will use Interactive Intelligence’s (News - Alert) Customer Interaction Center (CIC) to connect all of its 24 locations.

"Due to CIC's flexible, modular architecture, we can select certain feature sets for different user groups to provide our employees with a solution that's tailored to meet their unique needs," Pacynski said.

"CIC is also very cost-effective when you consider the breadth and depth of features included," he said.

The RoomPlace will use CIC applications for IP PBX (News - Alert), automatic call distribution, interactive voice response, screen-pop, unified messaging, presence management, conferencing, faxing and real-time monitoring.

"We plan to integrate CIC with our Oracle (News - Alert) database to offer screen-pops that contain account information designed to help our customer loyalty representatives more quickly and effectively serve callers," Pacynski said.

"We'll also conduct proactive outbound dialing campaigns to get feedback from customers about their delivery or sales experience," he said.

Thanks to deployment of the soultion, The RoomPlace is hopeful of additional improvements in customer satisfaction.

"Because our old system was made up of a variety of different vendor products, we had difficulty generating reports that gave us an accurate baseline for service," Pacynski said.

"CIC's single-platform architecture will enable us to report across all communications channels and locations, which will finally give us a true picture of service levels. The added visibility we'll get from CIC's surveying and recording capabilities will further improve our ability to deliver fast and effective service," he said.

Interactive Intelligence is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

Recently Interactive Intelligence announced that Smith Haynes & Watson has deployed the IP communications and Latitude debt collection software suite of the company.

Latitude Center is designed to manage all pre and post-charge-off accounts and the entire collection workflow process.


Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Janice McDuffee

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