Interactive Intelligence, a provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation, announced that Dialogue Marketing, which creates customer relationship management or “CRM” services, has reduced costs using an all-in-one IP communications software suite from Interactive Intelligence (News - Alert).
The Customer Interaction Center or solution from Interactive Intelligence allowed Dialogue Marketing to support its more than 1,000 employees across three contact centers.
The CIC eliminates the cost and complexity introduced by multipoint products by offering a standards-based, single-platform software architecture with inherent multi-channel processing, company sources said. It includes functionalities for contact center automation, enterprise IP telephony, and business process automation.
"CIC has saved us money by enabling us to consolidate and streamline our infrastructure across distributed sites," said Dialogue Marketing CIO, Michael Lipinski, in a statement. "CIC's single-platform, all-in-one architecture has also helped us maintain incredibly efficient staffing levels with an agent to administrator ratio of 400 to one, thus further reducing costs."
The open design, based on an all-software, and Session Initiation Protocol (News - Alert) model, has also helped the company quickly adapt to rapidly changing client requirements and a growing client base, Lipinski added.
The flexible and scalable architecture of CIC allowed the company to perform beyond the expectations of their customers. It also enabled them to cost effectively add staff, Lipinski further said.
Interactive Intelligence also offered an Interaction Dialer, a CIC add-on application for outbound/blended dialing and campaign management. Both CIC and Interaction Dialer together enabled Dialogue Marketing to effectively meet client needs.
Using CIC and its add-on predictive dialing a capability, recently Dialogue Marketing moved the call center operations of one of their American clients with affiliate companies throughout South America.
Following the success of CIC, Dialogue Marketing is now adding an Interactive Intelligence add-on application called Interactive Optimizer for workforce management.
This app, according to company officials, replaces a manual process based on spreadsheets that the company had been using to schedule agents.
Dialogue Marketing hopes that Interaction Optimizer will enable the company to automate staffing to more effectively schedule agents during peak times, while also helping it better forecast scheduling needs and manage paid time off.
CIC's single-platform architecture design allows all Interactive Intelligence applications to run on the same platform, so the company is able to minimize cost and complexity even as they add the most sophisticated functionality.
Recently Interactive Intelligence’s Chief Marketing Officer Joe Staples (News - Alert) addressed the audience about the importance of social networking at the SocialCRM EXPO, which was collocated with ITEXPO (News - Alert) in Los Angeles.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Juliana Kenny