Business Process Automation Featured Article
Southwest Gas Improves Customer Service with CIC from Interactive Intelligence
With this deployment, Southwest Gas has gained the ability to improve customer service while increasing operational efficiencies at the same time. These observations were made by Kate Mitchell, the company’s senior manager of business operations and technology support.
'The virtual support model of voice over IP has enabled us to consolidate five call center sites into three,' Mitchell said, in a statement. 'This, combined with the software's unique architecture that runs all applications on a single platform, has helped us increase operational efficiencies, while providing our customers with better service and more features.
'For example, the new system enables our customers to request a callback rather than waiting in-queue for an agent. As a result, customer satisfaction is up and we're able to assist more people more efficiently -- and that's very important to our company.'
The Customer Interaction Center (CIC), Interactive Intelligence’s (News - Alert) communications software, was deployed by Altivon, one of the company’s resellers. Altivon has worked closely with Southwest Gas to provide ongoing support and service for CIC.
With the implementation of the CIC, Southwest Gas gained access to call routing and queuing, interactive voice response, workforce management, call and screen recording, supervisory monitoring and reporting.
One of the advantages of the CIC is that it replaced five disparate automatic call distribution systems. Today, the CIC supports roughly 150 contact center agents located throughout the company’s three contact center sites in Las Vegas, Phoenix and Tucson.
Southwest Gas selected the CIC solution as a result of its all-in-one architecture and the value-added services of Altivon. 'We were impressed with the simplicity and cost-effectiveness of the single-platform approach, along with Altivon's expert design options that were specifically built for our unique needs,' Mitchell said.
Southwest Gas also plans to enhance its CIC solution with automated dialing for notifications and multichannel routing that is expected to enable the company’s customers to interact with its representatives via e-mail and Web chat.
In other Interactive Intelligence news, the company announced last month that Rockford Mutual Insurance, a property and casualty insurance company, has reported 'increased efficiencies and reduced costs' in its claims department after deploying content management and workflow products from Interactive Intelligence.
Those organizations that have benefitted from Interactive Intelligence solutions include Pinal County Government. The company shared last week that it played a part in enabling the Pinal County Government to improve service to residents. This government organization, serving the rural country of Pinal in central Arizona used a communications-as-a-service (CaaS) solution from Interactive Intelligence.
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