DialAmerica Improves Operational Efficiencies With All-in-One IP Communications Software Suite From Interactive Intelligence
May 20 2008 - 9:00AM
Business Wire
DialAmerica, one of the largest privately owned telemarketing
companies in the U.S., has reported increased operational
efficiencies and reduced costs as a result of deploying an
all-in-one IP communications software suite from Interactive
Intelligence (Nasdaq: ININ). DialAmerica deployed the Customer
Interaction Center� (CIC) software suite to replace its multi-point
PBX, automatic call distributor and interactive voice response
systems. �Due to our growing customer base we needed to re-evaluate
the capacity of our existing call center platform,� said
DialAmerica�s director of technology, Michael Bardwell. �After a
thorough analysis, we chose an all-in-one platform to improve
efficiencies and continue to provide the highest return on
investment for our customers.� DialAmerica selected Interactive
Intelligence based on CIC�s architecture and the vendor�s
experience and responsiveness to better support the challenges
presented by DialAmerica�s diverse and demanding client base.
�Interactive Intelligence�s superior product offering and scalable
architecture provided us with an all-in-one-solution to meet our
changing needs,� said DialAmerica�s senior vice president,
Christopher Conway. �In addition, Interactive Intelligence offered
us the ideal combination of a proven track record and a culture of
accessibility that we were seeking.� Today DialAmerica uses the
all-software SIP-based CIC version to support approximately 600
contact center agents and 200 business users across four sites in
Georgia, South Carolina, Pennsylvania and New Jersey. The company
uses CIC for IP switching, multi-channel routing and queuing, IVR,
call recording, and unified messaging. In addition to simplifying
management by consolidating systems across sites, DialAmerica has
also credited CIC with helping it to more quickly and
cost-effectively scale up and down as business needs require.
�DialAmerica has built a business model based on distributed
contact center sites that enables us to more effectively recruit
the best quality agents,� Bardwell said. �Because of this model, we
need to be able to quickly and cost-effectively activate new
centers and redirect calls to outbound sites based on call volume.
CIC has provided cost savings by using voice over IP technology and
enabling us to purchase off-the-shelf servers. The centralization
of administration and use of non-proprietary hardware have resulted
in improved reliability and maximum flexibility so that we can
effectively meet our customers� needs.� Another benefit of CIC has
been the product�s customization capabilities, according to
Bardwell. �CIC has enabled us to develop our own agent interface
along with a host of other custom applications so we can best
satisfy our unique business requirements,� he said. �As a
teleservices firm that supports an incredibly diverse and dynamic
client base, this kind of business agility has been essential to
our success.� About DialAmerica DialAmerica Inc., one the nation�s
largest teleservices companies, is recognized for its�expertise in
providing comprehensive, cost-effective customer acquisition and
care solutions for consumer and business-to-business marketers.
Serving the marketing and fundraising communities for 50 years,
DialAmerica has a diverse portfolio of clients in multiple industry
sectors, including financial services, communications, healthcare,
pharmaceutical, technology, travel and leisure,�consumer products,
energy and others. The company has extensive experience in the
publishing arena and in supporting clubs, continuity programs and
cause-related marketing. DialAmerica�s vast expertise in designing
customer acquisition and care programs and in hiring/training
superior teleservices representatives � coupled with its
proprietary technology platform � enables the company to provide
its clients with the highest standards of account service,
information security and regulatory compliance, while delivering
the lowest cost-per-transaction. For more information about
DialAmerica call 800-913-3331, or visit http://www.dialamerica.com.
About Interactive Intelligence Interactive Intelligence Inc.
(Nasdaq: ININ) is a global provider of unified business
communications solutions for contact center automation, enterprise
IP telephony, and enterprise messaging. The company was founded in
1994 and has more than 3,000 customers worldwide. Interactive
Intelligence is among the top 500 global software and services
suppliers, and is ranked among the top 200 North American
networking vendors. The company employs approximately 600 people
and is headquartered in Indianapolis, Indiana. It has six global
corporate offices, with additional sales offices throughout North
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: 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.
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Sep 2024 to Oct 2024
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Oct 2023 to Oct 2024