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net.America Leverages Interactive Intelligence Cloud Solution for Contact Centers [Professional Services Close - Up](Professional Services Close - Up Via Acquire Media NewsEdge) The net.America Corp., which provides professional services to the federal government, has deployed a cloud-based contact center solution from Interactive Intelligence Group Inc., a provider of software and services designed to improve the customer experience. According to a release, of particular benefit to net.America has been the integration between Interactive Intelligence CaaS and its third-party CRM software. President and CEO Clare Hines said, "Interactive Intelligence CaaS has given us enhanced contact center features and increased scalability -- and all without bogging us down in the cost and complexity of on-premises servers and equipment." "Prior to deploying Interactive Intelligence CaaS, we were unable to integrate our contact center system with our CRM system," Hines said. "This meant our agents often had to toggle between at least two computer screens, which needlessly extended call times. Interactive Intelligence CaaS, however, easily integrated with our CRM system so now our agents are 'popped' a single screen with all the information they need, which in some cases has reduced call- handle time by up to two minutes per call. This has increased agent productivity and enabled us to serve customers faster." The company reported that Interactive Intelligence CaaS has also helped net.America make use of work-at-home agents as part of its disaster preparedness plan. Additionally, this ability for at-home agents to log-on at a moment's notice was recently put to the test when net.America was hit by a snowstorm last winter. The Interactive Intelligence CaaS solution helps net.America agents provide contact center services to FEMA and the U.S. Department of Housing and Urban Development. In addition, net.America uses Interactive Intelligence's on-premises contact center system -- which also powers Interactive Intelligence CaaS-- to provide contact center services to the U.S. Patent and Trademark Office. net.America initially began looking for a new contact center solution when its cloud software from inContact became cost- prohibitive and unable to accommodate new feature requests. More information: www.discovernetamerica.com. www.inin.com. ((Comments on this story may be sent to [email protected])) (c) 2013 ProQuest Information and Learning Company; All Rights Reserved. |