NORDIA Demonstrates Innovation Using Interactive Intelligence IP-based Software
June 18 2007 - 9:00AM
Business Wire
Canadian-based outsourcer, Nordia, received the Interactive
Intelligence Inc. (Nasdaq:ININ) Innovators Award last month for its
IP-based deployment of the vendor�s unified, �all-in-one� contact
center automation software. An Interactive Intelligence customer
since 2000, Nordia deployed the vendor�s SIP-based Customer
Interaction Center� (CIC) software to support one of the largest IP
migration projects in Canada, with five distributed contact centers
and 2,200 agents handling 100 million customer contacts per year.
Of its 2,500 global customers, Interactive Intelligence honors just
one end-user annually with its Innovators Award, which is based on
the most unique and extensive use of the company�s software, along
with the ability to show tangible results. Nordia best met these
award criteria this year with a �virtualized� voice-over-IP network
resulting in a return on investment in less than six months; a
reduction in contact center services deployment time from several
weeks to less than one week; a 25 percent increase in annual
revenue through improved operational efficiencies; and decreased
costs, including a reduction of 15 percent of its T1 lines � the
equivalent of nearly $100,000 annually. Nordia was also able to
pass along a $500,000 annual reduction in toll charges to one of
its clients, and the company eliminated the investment required to
open a new site by improving remaining capacity utilization.
Furthermore, a teleconferencing add-on module that the company
integrated to CIC called the �Nordia Teleconferencing Solution,�
which has generated revenue of about $10,000 per month, realized a
return on investment in just over a month. �We selected the
Interactive Intelligence software based on its end-to-end SIP
support, its flexible, single-platform architecture, and its
breadth and depth of applications,� said Nordia�s vice president of
information technology, Pierre Grimard. �By fully exploiting these
attributes we�ve been able to deploy a �future-proofed,�
cost-effective, and truly innovative IP-based solution that
provides maximum benefit to our clients.� Nordia uses CIC�s full
breadth of applications to optimize agent productivity at the
desktop, including automatic call distribution, interactive voice
response, conferencing, outbound dialing, multimedia recording and
logging, and supervisory monitoring. �Nordia�s deployment is not
just impressive due to its size and extensive use of IP, but
because of how the company has used CIC�s flexible customization
options,� said Interactive Intelligence founder and CEO, Dr. Donald
E. Brown. �For instance, Nordia uses CIC to route not just calls,
but �generic objects,� such as Web-based trouble tickets. It also
uses TTY, a telecommunications device for the deaf, so CIC can
process interactions from the hearing impaired. Through innovative
uses of CIC such as these, Nordia has taken full advantage of the
kind of customer empowerment we believe is the hallmark of our
offering.� Nordia has used CIC to centralize its multi-site
operations through functionality such as common agent queues, which
links agents across multiple contact centers, making more agents
available to handle interactions, and also enabling them to request
assistance from supervisors regardless of location. This
centralized functionality has also enabled Nordia to simplify IT
administration and management, according to Grimard. �In our world
of multiple services and sites, it would�ve been incredibly
expensive to integrate and upgrade duplicate systems,� Grimard
said. �This is compounded by the complexity associated with
maintaining things like duplicate call routing rules. Using CIC
running on IP to �virtualize� our network, we were able to
eliminate this cost and complexity, which has directly resulted in
reduced staffing requirements and shorter hold-times.� Interactive
Intelligence honored Nordia with its Innovators Award during the
vendor�s annual User Forum held in May at its global headquarters
in Indianapolis, Indiana. About Nordia Nordia, a world-class
multi-contact customer care solutions provider, is part of one of
the largest contact center networks in the world operating on three
continents. Over 2,200 employees in five contact centres based in
Quebec and Ontario handle 24/7 services in French, English and
Spanish for Canadian and American companies in industry sectors
such as telecommunications, financial services, banking, e-finance
solutions, government, marketing, etc. Nordia�s extensive range of
customized inbound & outbound services is designed to enhance
its clients' reputation and brand recognition to help them retain
their customers and to grow their loyalty. Nordia also offers
specialized programs such as Directory Assistance, Teleconference
& Relay services (Canada, U.S.). A fully integrated multimedia
suite of e-mail, text-chat, fax, voice, as well as self-service
solutions, IP telephony and transparent multi-site capacity are
also part of Nordia�s numerous advantages. For more information,
visit www.nordia.ca. About Interactive Intelligence Interactive
Intelligence Inc. (Nasdaq:ININ) is a global provider of business
communications software and services for contact center automation
and enterprise IP telephony. The company was founded in 1994 and
has more than 2,500 customers worldwide. Recent awards include the
2006 Network World 200, CRM Magazine�s 2006 Rising Star Excellence
Award, Network Computing Magazine�s 2006 Well-Connected Award, and
Software Magazine�s 2006 Top 500 Global Software and Services
Companies. Interactive Intelligence employs approximately 525
people and is headquartered in Indianapolis, Indiana. The company
has five global corporate offices, with additional sales offices
throughout North America, Europe and Asia Pacific. Interactive
Intelligence can be reached at +1 317.872.3000 or info@inin.com; on
the Net: http://www.inin.com. This release contains 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 Inc. 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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