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December 15, 2011

American Logistics Upgrades Customer Service Center

By Monica Gleberman, Contributing Writer

American Logistics Company (ALC) has created a unified IP business communications solution with Interactive Intelligence Group Inc., called Customer Interaction Center (CIC).

ALC is a national passenger transportation management company serving transit agencies, school districts, and the healthcare industry. ALC leverages proprietary transportation management and route optimization technology to manage dedicated and non-dedicated vehicles across the United States.

ALC began working with Interactive Intelligence Group (IIG), who is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation.

ALC has reported improved customer service as a result of working with IIG and deploying their new CIC’s contact center automation and unified communications functionality organization-wide.

Hants White, chief technical officer for ALC, said “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 White. “CIC has also provided us with multichannel routing capability so our agents can more quickly response to customers whether they contact us by phone, fax, or email.”

ALC offers clients an all-in-one contact center platform for multi-channel interactions. CIC has given ALC the opportunity to offer its customers interactive voice responses, call recording, supervisory monitoring, and detailed data reporting.

“As a company that specializes in dispatching transportation vehicles nationwide, we needed a communications system that was nimble, reliable, and insightful,” said White. “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.”

IIG offers customers numerous customer service tools such as a cloud-based service, unified communications, business processing automation, content management, conferencing, predictive dialing, screen recording, and even speech analytics.

ALC said working with CIC 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.

White said IIG offers so many tools that he plans on implementing more into ALC’s customer service center as time progresses. “We’re looking at CIC’s speech recognition and text-to-speech capabilities to further improve customer service…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 growth means we can adapt out communications technology to meet customer needs instead of the other way around.” 




Edited by Jennifer Russell



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