Kohl’s Department Stores just signed a multi-year deal with Interactive Intelligence (News - Alert) to move its contact center solutions to the Interactive Intelligence Communications-as-a-Service solution. The deal will allow Kohl’s to increase its level of business, meet seasonal demands, and enhance its business practices.
“Kohl’s is well known for its world-class customer service,” said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. “We’re honored that they’ve chosen us as their partner as they move a part of their business to the cloud. We take that responsibility seriously and want to help them offer the best possible experience to each and every Kohl’s customer.”
Currently, the department store takes advantage of Interactive Intelligence’s on-premise solution and decided to move it into the cloud, allowing the company to focus on other things, while receiving a slew of new capabilities.
Interactive Intelligence’s cloud solution is a trustable, secure, reliable and stable service. It will keep your applications and data secure, while relying on the same proven technology that currently powers over 5,000 customers in more than 90 countries.
The service, which is designed for small to mid-size businesses, gives users access to a full suite of multichannel contact center and unified communications features. “It’s common easy-to-use interfaces give the contact center greater control over operations and the ability to fine tune applications, add new capabilities, and manage users with minimal IT involvement,” said Interactive Intelligence.
Some of those features include access to speech recognition, post-call surveys, workforce management, interactive voice response, supervisor and reporting applications, unified messaging, desktop call control, auto-attendant, real time speech analytics, outbound dialing and more.
To help personalize the contact center experience, Interactive Intelligence offers three editions to match the amount of functionality needed with the number of agents available. Currently, the system can handle as few as 25 agents or over 5,000 depending on the needs of the client.
Kohl’s plans on using these services in its San Antonio, Texas, and Menomonee Falls, Wis., offices with the completion date set for the end of 2014.
Edited by Alisen Downey