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Business Process Automation Featured Article

January 26, 2010

Adapt Telephony Services Wins Interactive Intelligence's 'Vision Award'

By Patrick Barnard, Group Managing Editor, TMCnet

Contact center and business process automation solutions provider Interactive Intelligence has honored reseller partner Adapt Telephony Services with its Vision Award.

The award is given annually to the Interactive Intelligence (News - Alert) partner which carried out the most unique or “visionary” implementation of an Interactive Intelligence solution.

Adapt Telephony Services won the award for its implementation of a custom IVR solution for Texas Dow Employees Credit Union, built on Interactive Intelligence’s Customer Interaction Center platform. The speech-enabled, self-serve solution represents the “first natural language speech recognition application for credit unions.”

In a release, Paul Weber, Interactive Intelligence vice president of sales for North America, said the solution “has helped TDECU improve service by giving its members new account transaction options, including the ability to bank hands-free via mobile phone.”

The customized self-serve system offers advanced speech recognition technology and “shortcuts” that enable credit union members to carry out basic transactions – such as checking one’s account balance or transferring funds – using voice commands or the telephone keypad. Not only does this help conserve precious live agent resources for more complex interactions and reduce call center operating costs, it also enables credit union members to more quickly and conveniently complete basic transactions – without having to wait on hold for a live agent.

“Adapt took our requirements and fully exploited the flexibility of CIC to give us an application that not only captures and interprets speech, but actually teaches our members how to complete transactions more efficiently by telling them about available shortcuts,” said Ron Wright, TDECU’s vice president of payment systems and line of credit, in the release. “Adapt’s ability to create a customized application uniquely tailored to our needs was exactly why we chose them over other vendor solutions.”

“The TDECU deployment was a great opportunity for us to really put CIC’s open software architecture to the test,” said Adapt’s speech recognition practice manager, Eric Soderstrom. “We used all of CIC’s tools to accurately capture speech input, interpret a caller’s request, and then complete the transaction through tight integration to TDECU’s complex back-end systems.”

TDECU’s CIC deployment, which supports about 400 employees, includes a fully redundant disaster recovery configuration which, according to Wright, “performed flawlessly during hurricane Ike.”
 
TDECU is also using CIC add-on applications for blended dialing/campaign management; network-based pre/post-call routing; multichannel recording; and real-time supervisory monitoring.

Perhaps most importantly CIC allows TDECU to add new applications and users as future growth dictates.
 
“Not only does our CIC system effectively meet our current communications needs, we can rest assured that future growth will be easily accommodated through simple software license purchases – no forklift upgrades or complicated integrations,” Wright said.
 
Oak Brook, Ill.-based Adapt was presented with the Vision Award during Interactive Intelligence’s 11th annual Partner Conference held in October. More than 200 people attended the event, held at Interactive Intelligence’s headquarters in Indianapolis, representing 300 resellers worldwide.

Interactive Intelligence made news last week when it announced that A-Med Health Care, a specialty pharmacy providing advanced medications, infusions, supplies and services to patients living with complex conditions, is realizing new operational efficiencies and cost savings through the deployment of CIC.

The company also made news yesterday when it announced preliminary fourth quarter and fiscal 2009 financial results. The company is expected to report an approximately 8 percent annual revenue increase from 2008 to 2009 – and is anticipating revenue growth in 2010 of about 10 percent.


Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard



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