Business Process Automation Featured Article
Pinal County Government Improves Customer Service with Interactive Intelligence
The CaaS Contact Center solution from Interactive Intelligence helps the Pinal Country Government to use such features as skills-based call routing and supervisory monitoring to improve overall customer-facing operations to deliver a better customer experience.
With the deployment of the CaaS Contact Center solution, the Pinal Country Government has been able to migrate some Interactive Intelligence applications to its on-premise solution.
Voice Plus, an Arizona-based Interactive Intelligence reseller, assisted with the migration. According to Keely, Voice Plus offered extensive knowledge regarding the Interactive Intelligence solution, which proved critical in helping to achieve a smooth transition.
To gain the most value from the solution, the Pinal County Government deployed on-premise multichannel recording and quality management applications from Interactive Intelligence. It has also expanded its Interactive Intelligence on-premise deployment to support its help desk. The company has plans to deploy the vendor’s Web chat feature later this year.
In other Interactive Intelligence news, the company was also selected by Unum to improve efficiencies for its distributed contact centers and work-at-home users. Unum has reportedly purchased the Interactive Intelligence all-in-one, IP communications software suite, Customer Interaction Center (CIC).
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Patrick Barnard