|[September 05, 2012]
Quality Bicycle Products Improves Service Levels by Deploying Interactive Intelligence IP Business Communications Software
INDIANAPOLIS & BLOOMINGTON, Minn. --(Business Wire)--
Quality Bicycle Products (QBP), a wholesale distributor of bicycle
parts, accessories and apparel, has improved customer service levels as
a result of deploying the Interactive Intelligence (News - Alert) (Nasdaq: ININ)
all-in-one IP communications software suite, Customer
Interaction Center™ (CIC).
QBP replaced its existing Mitel (News - Alert) system with CIC,
which supports all 670 employees located at QBP's headquarters in
Bloomington, Minn. and at its distribution centers in Ogden, Utah, and
"Our main priority was to get away from proprietary systems that limited
our ability to serve customers," said QBP's chief information officer,
Jed Hicks. "CIC gave us more functionality, helped us consolidate
interfaces, and easily integrated with our email, CRM, and chat systems.
This has enabled our employees to respond faster and more effectively to
CIC's skills-based routing capability has contributed to QBP's improved
service levels. "We handle more than 250,000 calls per year from 5,000
dealers," Hicks said. "CIC let us set up routing rules based on our
product lines and employee expertise to ensure dealers are matched with
the person best suited to meet their unique needs."
QBP also uses CIC's remote agent support to extend customer service.
"CIC gives our remote and mobile employees the same functionality as
those working at headquarters," Hicks said. "Now, calls can be routed to
an employee's home office or smartphone, thus extending our service
capabilities while enabling us to hire the best representatives
regardless of their location."
QBP employees make use of CIC's presence
management feature for increased internal efficiencies. "CIC's
presence indicator enables employees to quickly see the status of
co-workers - whether available, at lunch, and so on," Hicks said.
"Combined with CIC's directory look-up and desktop call control
features, this has saved us enormous amounts of time otherwise spent
chasing employees, leaving messages, and returning calls."
has helped QBP reduce costs. "CIC has minimized the number of
communications systems required to run our business, thus saving us
money associated with integration, management and administration," Hicks
For QBP, selecting a communications system that supported the company's
core value of serving customers was key to CIC's overall success: "CIC's
open, single-platform software architecture gave us the flexibility to
conduct business in ways we simply couldn't before," Hicks said. "It's
transformed our communications system from a point of frustration and
pain, to one of empowerment."
About Quality Bicycle Products
Quality Bicycle Products (QBP) is a leading distributor for the cycling
industry. Carrying more than 36,000 products from 450 vendors, the
company offers domestic and international retailers a wide array of
products and services, including a 1,720-page catalog; an online
ordering system; a renowned custom-wheel service; a specialty
bike-building program; and more. The company owns four bike brands,
including All-City, Civia, Salsa Cycles, and Surly. QBP is also the
exclusive U.S. distributor of Ridley, a Belgian manufacturer of road,
mountain, and cyclocross bikes. Through its Q-Outdoor division, QBP
distributes products to independent ski, run, and outdoor retailers. A
strong proponent of environmental business practices, QBP operates two
LEED-certified, Gold-level distribution centers and office complexes in
Bloomington, Minn. and Ogden, Utah. For more information call
800-346-0004, or visit www.qbp.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center automation, unified communications, and business
process automation software and services. The company's unified IP
business communications solutions, which can be deployed on-premise or
via the cloud, are ideal for industries such as financial services,
insurance, outsourcers, collections, and utilities. Interactive
Intelligence was founded in 1994 and has more than 4,500 customers
worldwide. The company is among Forbes Magazine's 2011 Best Small
Companies in America and Software Magazine's 2011 Top 500 Global
Software and Service Providers. It employs more than 1,000 people and is
headquartered in Indianapolis, Indiana. The company has offices
throughout North America, Latin America, Europe, Middle East, Africa and
Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000
or firstname.lastname@example.org; on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve
a number of risks and uncertainties. Factors that could cause actual
results to differ materially are described in the company's SEC (News - Alert) filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
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