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September 05, 2007

Capital Card Services Picks Interactive Intelligence CRM

By David Sims, TMCnet Contributing Editor


Capital Card Services Inc., a servicer of more than 500,000 MasterCard and Visa accounts for institutions nationwide, has selected IP-based business communications software from CRM vendor Interactive Intelligence (News - Alert).
 
The deployment, which is expected to be complete by March 2008, will replace Capital's existing PBX and dialing systems enterprise-wide. The company selected the Interactive Intelligence software to consolidate disparate communications applications onto a single platform, according to Capital's CEO and president, Jeff Aegerter.
 
"When we began looking for a new system we had already decided to migrate to a voice over IP network to help us increase operational efficiencies, such as more quickly rolling out distributed sites," Aegerter said. "The problem was that we were still faced with purchasing separate applications running on separate servers, even with vendors that claimed a 'single' solution."
 
Capital plans to use the Interactive Intelligence software, called Customer Interaction Center, to support both its business users and contact center agents located at its headquarters in Sioux Falls and a remote office in nearby Brookings, South Dakota.
 
In addition to using the software for session initiation protocol-based IP switching, interactive voice response, and automatic call distribution, Capital plans to deploy modules for outbound dialing, call and screen recording, network-based pre- and post-call routing, and workforce management.
 
Capital plans to open an additional office later next year that will also be supported by the Interactive Intelligence software.
 
At the end of July Interactive Intelligence reported record revenues of $27.0 million for the second quarter, a 40 percent increase from $19.3 million in the same period last year. Product revenues were $14.4 million, an increase of 51 percent from the same quarter last year.
 
Net income was $2.3 million, with diluted earnings per share of $0.12, for the 2007 second quarter, up from $1.0 million and $0.05, respectively, in the 2006 second quarter. Net income includes expense for employee stock options for the second quarter of $806,000 in 2007 and $668,000 in 2006.
 
Dr. Donald E. Brown, Interactive Intelligence CEO, said there were three orders totaling over $1.0 million, among several significant customer orders, and "we're nearing the release of another significant version of our software."
 
For the six months ended June 30, 2007, revenues were $51.2 million, a 38 percent increase from $37.2 million in the same period in 2006. Net income for the six months ended June 30, 2007 was $3.9 million, with diluted earnings per share of $0.20, up from $2.0 million and $0.11, respectively, in the same period last year. Net income includes expense for employee stock options of $1.5 million in 2007, and $1.2 million in 2006.
 
As previously disclosed, during the second quarter of 2007 the company acquired certain intangible and other assets of the professional services division of Alliance Systems (News - Alert) Ltd. and paid $853,000.
 
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
 




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