4imprint Deploys All-in-One IP Communications Software Suite from Interactive Intelligence
May 06 2009 - 9:00AM
Business Wire
4imprint, Inc., a retailer of promotional products, has deployed
the Interactive Intelligence (Nasdaq: ININ) all-in-one IP
communications software suite, Customer Interaction Center�
(CIC).
Since its company-wide deployment in March, CIC has enabled
4imprint to better balance employee work load while improving
customer service, according to 4imprint�s director of facilities
and telecom, Vicky Schroeder.
�We had been using multiple telephony systems, which made it
difficult to run reports across departments and get an accurate
view of the customer,� Schroeder said. �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.�
4imprint is also leveraging CIC�s screen-pop to improve its
customer service. �Being able to �pop� customer information on
employee computer screens as calls come in has helped us serve them
faster and more effectively.�
4imprint selected CIC over several other products based on its
rich feature-set and value. �We chose CIC because it was a true
�all-in-one� multichannel system that provided a single point of
administration, customization and reporting,� Schroeder said.
�We�ve been able to replace all six of our existing telephony
products with one system, while actually adding functionality.�
In addition to CIC�s screen-pop and reporting features, 4imprint
uses it for IP-based switching, automatic call distribution,
desktop soft phone, presence management, conferencing, faxing and
unified messaging.
CIC supports 4imprint�s 415 employees located at its
headquarters in Oshkosh and at a nearby distribution center. These
employees include about 175 sales and customer service staff.
4imprint has 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.�
About 4imprint
4imprint, Inc. is part of 4imprint Group plc, a publicly traded
company on the London Stock Exchange serving more than 100,000
businesses with its innovative promotional merchandise throughout
the United States and Canada. For more information, visit
www.4imprint.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 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. The company is also positioned in the leaders quadrant
of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic
Quadrant report. 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: http://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 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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