When DialAmerica, a large privately owned telemarketing company in the U.S., realized they needed to improve their existing call center platform in order to support their growing customer base, they turned to Interactive Intelligence (News - Alert) for their Customer Interaction Center (CIC) software suite.

 

By partnering with Interactive Intelligence, DialAmerica has been able to increase operational efficiencies and reduce costs.

 

They specifically utilized the all-in-one IP communications software to replace their multi-point PBX, automatic call distributor and interactive voice response systems.

 

Not only does the software help DialAmerica to simplify management by having consolidated systems across sites, but also, CIC helps them to "more quickly and cost-effectively scale up and down as business needs require."

"Interactive Intelligence's superior product offering and scalable architecture provided us with an all-in-one-solution to meet our changing needs," said DialAmerica's senior vice president, Christopher Conway. "In addition, Interactive Intelligence offered us the ideal combination of a proven track record and a culture of accessibility that we were seeking."

 

CIC is used by approximately 600 contact center agents and 200 business users across four sites in Georgia, South Carolina, Pennsylvania and New Jersey for IP switching, multi-channel routing and queuing, IVR, call recording, and unified messaging.

CIC was also beneficial to the telemarketing company as it allowed them to customize capabilities to fit their needs, including developing their own agent interface, and more.

 

"As a teleservices firm that supports an incredibly diverse and dynamic client base, this kind of business agility has been essential to our success," said DialAmerica's director of technology, Michael Bardwell.

Commenting on the companies distributed contact center sites and the efficiencies provided by a VoIP contact center, Bardwell also said, "Because of this model, we need to be able to quickly and cost-effectively activate new centers and redirect calls to outbound sites based on call volume."

 

"CIC has provided cost savings by using voice over IP technology and enabling us to purchase off-the-shelf servers. The centralization of administration and use of non-proprietary hardware have resulted in improved reliability and maximum flexibility so that we can effectively meet our customers' needs."