Interactive Intelligence Cloud-based Contact Center Solution Helps Donnelly Communications Improve Customer Service
01 February 2012 - 2:00AM
Business Wire
Donnelly Communications has reported improved customer service
as a result of deploying the cloud-based contact center solution
from Interactive Intelligence Group Inc. (Nasdaq: ININ).
Donnelly, a provider of outsourced contact center services, has
benefitted from new multichannel routing, supervisory monitoring,
and reporting features that are part of the Interactive
Intelligence cloud-based communications-as-a-service solution, CaaS
Contact Center.
“The Interactive Intelligence CaaS Contact Center gives us
real-time call metrics and tools so we can more easily make
on-the-fly adjustments to improve customer service,” said Donnelly
Communications president, Dennis E. McMaster. “CaaS Contact Center
also enables us to route and queue email and Web chat interactions
based on agent skill-sets, which has further improved our service
levels and the efficiency of our workforce.”
Donnelly has also benefitted from new supervisory features.
“With CaaS Contact Center we can now record all interactions, and
our supervisors can monitor and listen to live calls for real-time
coaching,” McMaster said.
Donnelly replaced an on-premise Avaya system with the
Interactive Intelligence CaaS Contact Center based on its breadth
of features, minimal up-front capital investment, and ability to
support long-term growth.
“We chose CaaS Contact Center because Interactive Intelligence
offered the latest technologies delivered via the cloud and hosted
in hardened data centers,” said Donnelly Communications CEO and
founder, Martin D. Tighe. “This model makes us virtually
independent of our office building in instances of severe weather
or disasters that would restrict access to our contact center. It
also provides options for remote workers, while eliminating
premise-based servers so we can expand faster and easier.”
Donnelly selected a unique deployment model offered exclusively
by Interactive Intelligence. “We chose the Interactive cloud-based
local control VoIP model because it lets us keep our voice traffic
and call recordings on our network for added control and security,”
Tighe said.
Donnelly also selected Interactive Intelligence because of its
long-term viability. “Interactive has been around since 1994,
offers a rich customer referral base, and has been ranked highly by
leading industry analysts such as Gartner and Frost &
Sullivan,” McMaster said.
According to McMaster, Interactive Intelligence also offered the
benefits of personalized service. “Interactive came on-site for our
kick-off meeting and proved instrumental in helping us draft our
training and deployment plans,” he said. “They also helped us
through some complex call mapping and call flow solutions for
several clients, which resulted in successful deployments.”
Today, Donnelly uses CaaS Contact Center to support its contact
center and business users at its headquarters in Atlanta. The
cloud-based solution gives Donnelly applications for workforce
management, multichannel routing and queuing, Web chat, call
recording, reporting, supervisory monitoring, and a statistics
engine for wallboard display. The company has also integrated CaaS
Contact Center with its billing and payroll systems.
About Donnelly Communications
Donnelly Communications Inc. provides contact center services
that support each stage of the customer life cycle. Donnelly’s
services, which are offered 24/7, 365 days a year, help clients
realize maximum return on investment through proprietary
technology, motivated and well-trained customer-service
professionals, quality-driven processes, and a client-centered
approach. The company’s client base is composed of multichannel
retailers and brand-conscious companies nationwide. Donnelly was
founded in 1981 and is headquartered in Atlanta, Georgia. It
employs more than 240 people. For more information, visit
www.donnellycommunications.com or call +1 800.870.0017.
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 4,000 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 Services Suppliers. 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 info@inin.com; 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 filings.
Interactive Intelligence 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 respective owners.
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