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PlumChoice Enhances the Customer Experience with Interactive Intelligence's Customer Interaction Center

March 23, 2010

Customer service is an important focus for those companies hoping to retain a strong customer base is a time of reduced overall spending. For some, it is as easy as a smile and prompt delivery; for others, it takes a more focused effort to ensure customers are satisfied with the experience.



PlumChoice
, a provider of remote IT support services, set out to service customers more rapidly and efficiently, but understood meeting this challenge was not something they could do alone. To make it happen, the company turned to Interactive Intelligence and its all-in-one IP communications software suite.

The Customer Interaction Center (CIC) is Interactive Intelligence’s (News - Alert) all-in-one IP solution designed to enable clients to improve overall service delivery. PlumChoice sought to enhance its SafeLINK Enterprise Service Delivery Platform. SafeLINK provides secure, partner-branded, anytime/anywhere technology support to consumers and businesses through telcos and other partners.

By replacing an existing communications system with the CIC, PlumChoice can now enjoy such functionality as an IP PBX (News - Alert), automatic call distribution, interactive voice response, unified messaging, desktop faxing, softphone, presence management, multichannel recording, blended dialing, workforce management and automated customer feedback surveys.

“CIC’s remote agent support, system monitoring, and ease of customization are helping us deliver topnotch service to end-customers, while optimizing our own resources,” said PlumChoice vice president of operations, Jon Helin, in a statement.

“In addition, the suite’s reporting, customer surveys, and workforce scheduling are helping us strengthen our quality assurance, agent training, and partner support efforts. For example, we’ve made some of CIC’s administrative capabilities available to our partners so they can schedule their own agents and track their productivity.”

The CIC is now used by PlumChoice to support its 750 employees, who tend to be located across the United States, within its headquarters in Billerica, Mass., and at its regional Centers of Excellence in Scarborough, Maine.

PlumChoice’s U.S.-based, industry-certified agents provide 24/7/365 support for multiple technologies, including small business networks, PCs, Macs, smartphone devices, netbooks, MP3 players, network devices, printers, and digital cameras. The company plans to extend its Interactive Intelligence deployment to support additional Center of Excellence locations throughout 2010.

“CIC has given us everything we need on a single platform and from one vendor,” Helin said. “This eliminates the cost and complexity associated with integration. As a software system, it’s also provided us with cost-effective scalability, and we get the added benefit of an open application programming interface so we can customize it rapidly based on customer needs.”

Reliability was also critical. “We needed a technology partner that offered optimal product reliability to support our around-the-clock operations, as well as viability as a company,” Helin added. “Interactive Intelligence offered us both, along with a technology vision that supports our mission of providing customers with superior service both today and over the long term.”

In other Interactive Intelligence news, Lasik MD implemented the CIC to improve its operations. With this VoIP-based, “all-in-one” contact center system, the company has been able to seamlessly unify its communications and dramatically increase scalability, as well as gain the advanced features and functionality it needed.

Earlier this month, Gartner (News - Alert) positioned Interactive Intelligence in the ‘Leaders’ Quadrant in its 2009 Magic Quadrant for Contact Center Infrastructure Report. The report provides an analysis of vendors in the contact center solutions market based on their “ability to execute and completeness of vision.” It also assesses key industry trends.


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

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