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May 07, 2009

4imprint Deploys Interactive Intelligence's CIC to Drive Performance

By Susan J. Campbell, TMCnet Contributing Editor

4imprint Inc., a retailer of promotional products, has selected the Interactive Intelligence all-in-one IP communications software suite for deployment. The company opted for the Customer Interaction Center (CIC) to drive performance.

After a company-wide deployment was completed in March, CIC has successfully enabled 4impront to achieve a better balance between employee workload and customer service.

"We had been using multiple telephony systems, which made it difficult to run reports across departments and get an accurate view of the customer," Vicky Schroeder, 4imprint’s director of facilities and telecom, said in a Thursday statement.

"CIC's centralized reporting has enabled us to generate accurate call statistics based on individuals, work groups, or company-wide. As a result, we've been able increase efficiency and make sure our customers can quickly get connected to the right person."

To improve customer service, 4imprint is also leveraging CIC’s screen-pop feature. The company turned to the CIC solution over several other products as a result of its rich feature-set and value.

"Being able to 'pop' customer information on employee computer screens as calls come in has helped us serve them faster and more effectively,” Schroeder added. “We chose CIC because it was a true 'all-in-one' multichannel system that provided a single point of administration, customization and reporting. We've been able to replace all six of our existing telephony products with one system, while actually adding functionality."

The company also uses the CIC solution for IP-based switching, automatic call distribution, desktop soft phone, presence management, conferencing, faxing and unified messaging.

With 415 employees at its headquarters in Oshkosh and a nearby distribution center, 4imprint needed a robust solution that could deliver a streamlined performance across distributed locations. The company plans to expand its CIC deployment to take further advantage of all its features.

"We plan to use CIC to route incoming Web chats and e-mail in the near-future," Schroeder said. "As a company that conducts much of its business online, this type of multichannel functionality will further differentiate our services, while giving customers even greater value."

Interactive Intelligence (News - Alert) has done well to establish a strong presence in the industry by delivering solutions that enable client companies to maximize customer service delivery by streamlining processes. 4imprint was facing a common challenge of managing several employees across distributed locations. By implementing the CIC solution, the company will be better suited to address its daily challenges, creating a better overall environment in the process.

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

Edited by Patrick Barnard




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