VEGAS.com claimed a big win, increasing their sales by 85 percent with Interactive Intelligence (News
)’s Customer Interaction Center (CIC).
GBH Communications assisted VEGAS.com in selecting CIC, and SOS, a California-based voice, data, and telephony management consulting firm for telephony deployment.
The 365-day-a-year travel site chose the IP-based CIC software with its session initiation protocol (SIP) architecture to replace its existing PBX in an effort to increase reliability, and give the company more flexibility to create new applications.
According to the release, VEGAS.com processed almost double the number of incoming calls compared to pre-CIC deployment, enabling the VEGAS.com contact center to extensively reduce operating costs.
"CIC has helped us improve efficiency and effectiveness through its broad range of customizable applications, including multimedia queuing, skills-based routing, interactive voice response, and more," said Rob Cate, contact center director for VEGAS.com in a statement. "By reducing transfers and abandon rates, and empowering agents with immediate, real-time caller information, we are setting record service levels."
VEGAS.com plans to expand its CIC deployment to support its extensive remote workforce.
On Wednesday, Interactive Intelligence announced
its new workforce management module, Interaction Optimizer, which will be offered as an optional, pre-integrated component of the Interactive Intelligence contact center automation software Customer Interaction Center (CIC).
Interactive Intelligence designed Interaction Optimizer to offer affordable forecasting, scheduling, and real-time adherence capabilities to contact centers of all sizes.