ASPCA Selects All-in-One IP Communications Software Suite by Interactive Intelligence
July 10 2008 - 9:00AM
Business Wire
The ASPCA� (The American Society for the Prevention of Cruelty to
Animals�) has selected the all-in-one IP communications software
suite, Customer Interaction Center� (CIC), from Interactive
Intelligence (Nasdaq: ININ). The ASPCA will deploy CIC at its
Midwest office in Urbana, Illinois, which includes the
organization�s Animal Poison Control Center. The ASPCA selected CIC
to help improve call management, which will enable it to more
effectively accomplish its mission of saving animals� lives. �We
selected the Interactive Intelligence software based on its
unified, all-software architecture that will enable us to get calls
to the right person the first time, thus respond faster and more
cost-effectively to emergencies,� said Dr. Steven Hansen, senior
vice president of the ASPCA�s animal health services. �Because of
the system�s flexible architecture, we�ll also be able to quickly
and easily make changes for improved customer service and increased
operational efficiencies.� CIC�s wide range of unified
communication capabilities will replace the ASPCA�s NEC PBX. The
ASPCA is replacing its PBX due to limited contact center
functionality and complex management. �With our old system we often
had to use the vendor�s technicians to assist with anything more
than simple daily management tasks,� said Dr. Harold Trammel, vice
president of knowledge management for the ASPCA. �The ASPCA is
constantly adding new programs and creating new levels of experts,
so limited customization options and relying on third-parties for
support proved cumbersome and expensive. The Interactive
Intelligence software addresses these issues, while giving us a
single source for our support needs, and eliminating problems as a
result of upgrading multi-vendor components.� The ASPCA also
selected the new software to improve its quality control. �Based on
our old system�s lack of reporting accuracy and reliability, we
didn�t feel confident making staffing and operational decisions,�
Trammel said. �With CIC�s built-in voice and screen recording we
know each call is being tracked from start to finish, and we can
easily drill down into that data if needed. This will help us
improve training, documentation and quality assurance.� The ASPCA
also plans to use CIC�s remote capabilities to support a hotline
that connects callers to a psychologist for grief counseling. �We
currently have a hotline, but it�s challenging to route calls to
our psychologist who�s often mobile,� Trammel said. �Using CIC�s
call forward and find-me features, we�ll not only be able to
automatically route calls to her regardless of where she is or the
time of day, we�ll be able to track these interactions so we can
more effectively help pet parents deal with the loss of a pet.� The
ASPCA will also make use of CIC�s disaster recovery capabilities so
it can automatically re-route calls to another location should a
disaster hit its Urbana office. The ASPCA purchased the voice over
IP-based CIC software in May, and plans to complete deployment by
the end of July. Along with SIP-based switching and call routing,
it will use CIC�s call and screen recording, supervisory
monitoring, unified messaging, and a computer-based operator
console. �Based on CIC�s unique architecture that gives us maximum
value for our money, along with the vendor�s accessibility and
clear product roadmap, we�re confident that our new deployment will
help us more effectively fulfill our mission of saving animals�
lives,� Hansen concluded. About the ASPCA� Founded in 1866, the
ASPCA� (The American Society for the Prevention of Cruelty to
Animals�) was the first humane organization established in the
Americas, and today has more than one million supporters throughout
North America. A 501 [c] [3] not-for-profit corporation, the
ASPCA�s� mission is to provide effective means for the prevention
of cruelty to animals throughout the United States. The ASPCA�
provides local and national leadership in animal-assisted therapy,
animal behavior, animal poison control, anti-cruelty, humane
education, legislative services, and shelter outreach. The New York
City headquarters houses a full-service, accredited animal
hospital, adoption center and mobile clinic outreach program. The
Humane Law Enforcement department enforces New York�s animal
cruelty laws and is featured on the reality television series
�Animal Precinct� on Animal Planet. For more information, please
visit www.aspca.org. 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 Software Magazine�s top 500
global software and services suppliers, is ranked among
NetworkWorld�s top 200 North American networking vendors, is a
BusinessWeek �hot growth 50� company, and is among FORTUNE Small
Business Magazine�s top 100 fastest growing companies. Interactive
Intelligence 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:
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 May 2024 to Jun 2024
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Jun 2023 to Jun 2024