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October 04, 2010

Interactive Intelligence Delivers Contact Center Efficiency to Dialogue Marketing

By Susan J. Campbell, TMCnet Contributing Editor

Interactive Intelligence (News - Alert) has delivered an all-in-one IP communications software suite for Dialogue Marketing, an outsourcer of customer relationships management services. This solution has helped Dialogue Marketing to effectively reduce costs.

To support its more than 1,000 employees across three contact centers, Dialogue Marketing selected the Interactive Intelligence Customer Interaction Center (CIC). The three contact centers are located in Auburn Hills, Mich., Troy, Mich., and Orem, Utah.

"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."

Dialogue Marketing has also benefitted from CIC’s open, all-software, SIP-based design as it has helped the company to quickly adapt to rapidly changing client requirements and a growing client base.

"I don't see how we could have grown so quickly with any other communications system," Lipinski said. "Due to CIC's flexible and scalable architecture, we've never had to tell a customer we can't do something because of technology limitations. It's also enabled us to cost-effectively add staff."

A CIC add-on has also been deployed by Dialogue Marketing. Interaction Dialer is an application for outbound/blended dialing and campaign management. When combined, the CIC and Interaction Dialer enable the company to more effectively meet the needs of clients.

"Recently, a well-known American client of ours with affiliate companies throughout South America wanted to move its call center operations from those countries to the U.S.," Lipinski explained. "By using CIC and its add-on predictive dialing capabilities, along with some of our own functionality developed in-house, we were able to quickly and cost-effectively move the client's operations to the U.S. where they can now offer enhanced customer service at a reduced cost."

The success of CIC has led to the additional deployment of the Interaction Optimizer. This workforce management application will replace manual processes based on spreadsheets that the company uses to schedule agents.

"With our rapidly growing workforce we decided to automate staffing to more effectively schedule agents during peak times," Lipinski said. "Interaction Optimizer will enable us to do this, while also helping us better forecast scheduling needs and manage paid time off."

Lipinski pointed to another overall benefit in CIC’s single-platform architecture. All Interactive Intelligence applications run on the same platform, enabling Dialogue Marketing to minimize cost and complexity, even with the addition of the most sophisticated functionality.

Interactive Intelligence designed the CIC to eliminate the cost and complexity created by multipoint products through a standards-based, single-platform software architecture with inherent multichannel processing.

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2010 being held this week, Oct. 4 to 6 in Los Angeles, Calif.  ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence booth #207.

At the event, Joe Staples, senior vice president, Worldwide Marketing, will present, “Is Software-based UC Ready for Prime Time?,” on Oct. 6 from 12:45-1:30pm. Also, Jason Alley, Solutions Marketing at ININ will present during, “Understanding TCO: What Does Unified Communications Really Cost?” happening Oct. 6 from 9:30-10:15am.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi


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