May 04, 2009
Interactive Intelligence to Improve Contact Center Performance
By Raju Shanbhag, TMCnet Contributing Editor
Interactive Intelligence has been selected by New Era Tickets, a full-service ticketing and digital fan marketing subsidiary of Comcast (News
)-Spectacor, to provide communications-as-a-service (CaaS) for its contact center.
According to the agreement, Interactive Intelligence’s Interactive Contact Center Services (ICCS) will replace New Era's Avaya (News
) system. ICCS is an Interactive Intelligence CaaS offering and it provides features such as multichannel customer service options including routing, queuing and recording of e-mail, faxes and Web chats.
The sports and entertainment ticketing business such as New Era Tickets will have to deal with large variations in demand for tickets based on the various sporting seasons. Such call centers need a technology that can make the adding of additional call center agents easier and smoother.
To handle these variations in call volumes, these companies will have additional, part time call center agents who are roped in when the volume is high.
“We selected Interactive Intelligence (News
) because it came highly recommended, and had a proven track record for delivering multichannel functionality," said Fred Maglione, president and CEO of New Era Tickets. "In addition, its flexible service delivery models enable us to maintain visibility and control over interactions regardless if they are routed locally or remotely through the secure Interactive Intelligence data center.”
The ICCS interactive will provide features such as voice response, screen-pop integration, unified messaging, desktop soft phone, presence management, and real-time supervisory features. It also supports New Era's branded ticketing and contact center services, which are offered to a wide range of clients with diverse needs.
Recently, the company announced
its operating results for the three months ended March 31, 2009. The company reported revenues of $29.5 million, equal to the revenues for the first quarter of 2008. Currently, Interactive Intelligence is set to begin its “Innovate & Transform” road show series in Australia and New Zealand. Those who attend can learn about the company's product solution roadmap and see demonstrations of its Unified Communications (News
Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.
Edited by Jessica Kostek