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April 06, 2010

Midco Connections Selects All-in-One IP Communications Software Suite from Interactive Intelligence

By Susan J. Campbell, TMCnet Contributing Editor

In an effort to better accommodate growth and offer its outsourcing customers with new multichannel, self-service and reporting capabilities, Midco Connections has selected the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC).

"As we began plans to move into additional vertical markets beyond our core catalog outsourcing business we questioned whether our existing communications system could accommodate the growth or the services we wanted to offer to attract new business," said Midco Connections' general manager, Cordell (News - Alert) Brooks, in a statement. "We believed our existing vendor's offering had become stagnant."

To make their selection, Midco put out a request-for-proposal and received proposals from 11 different vendors. Interactive Intelligence (News - Alert) proved to be the superior solution and Minneapolis-based Avtex, an Interactive Intelligence Elite Partner, assist with the RFP and served as the primary sales channel. Avtex (News - Alert) will provide Midco with deployment services and ongoing support for CIC.

"We ultimately chose CIC because Avtex most effectively addressed our questions and concerns about scalability and functionality requirements," said Midco Connections' IT manager, Brian Tuley. "They demonstrated how the Interactive Intelligence solution could most simply and cost-effectively handle our need for agents assigned to multiple workgroups, each with separate reporting and statistics criteria."

Upon completion of deployment, Midco will use CIC to support roughly 350 business users and call center agents located at its Sioux Falls headquarters. Midco will enjoy IP-based switching, skills-based and multichannel routing (including voice, e-mail and Web chats), interactive voice response with text-to-speech, real-time supervision and customizable reporting.

The company also has plans to eventually deploy CIC add-on applications for automated post-call customer satisfaction surveys and for multichannel recording and quality monitoring.

"We're looking forward to expanding our services by offering more communication options, coupled with tailored reporting capabilities," Brooks said. "We anticipate CIC's depth and breadth of features will help us improve customer service and win new business."

In other Interactive Intelligence news, the company announced last fall it was honored by Frost & Sullivan with the 2009 North American Product Differentiation Award for the vendor's new communications-based process automation solution, Interaction Process Automation, or IPA.

In March, Capital Card Services selected Interactive Intelligence after reviewing various options. Capital officials said they realized only Interactive Intelligence could offer them the IP-based contact center they wanted, which was described as a unified product with single platform software architecture.


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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