CAPITAL Card Services Replaces Multiple Telephony Products with Interactive Intelligence All-in-One IP Communications Softwar...
May 19 2009 - 9:00AM
Business Wire
CAPITAL Card Services has deployed the Interactive Intelligence
(Nasdaq: ININ) all-in-one IP communications software suite to
replace multiple products across its two South Dakota sites.
The Interactive Intelligence software suite, Customer
Interaction Center� (CIC), replaced CAPITAL�s Mitel PBX, along with
several other telephony products, and today supports the company�s
200 contact center agents and an additional 100 business users.
�We had separate solutions for multiple functions, such as voice
mail, IVR, dialing, recording and reporting,� said CAPITAL�s senior
director of IT, Doug Scheid. �We needed to consolidate systems so
we could more quickly and cost-effectively add functionality and
agents as growth demanded.�
�Having a multi-product telephony solution made it challenging
to consolidate data and run meaningful reports,� added CAPITAL�s
senior vice president of Card Services, Jill Point.
CAPITAL selected CIC over a Mitel upgrade, and instead of
solutions from Aspect, Avaya, Cisco and Nortel.
�CIC from Interactive Intelligence proved to be the only
solution that could offer interoperability and flexible growth
options, along with all the features we needed running on a single
platform,� Scheid said. �In addition, CIC was the most
cost-effective solution and our contract included upgrades --
something most other vendors weren�t willing to offer.�
Since deploying CIC, CAPITAL has reported improved operational
performance -- from faster feature roll-out and better reporting,
to improved training and client satisfaction.
�CIC�s software-based, all-in-one architecture has enabled us to
roll out new features to either or both of our contact center sites
� and also add agents -- without integration or hardware
headaches,� Scheid said.
�Using CIC�s single-platform architecture to centralize
interaction processing, we can now generate cohesive, detailed
reports for single or global site analysis,� Point said.
In addition to helping supervisors more effectively coach
agents, CIC�s automated call recording and quality monitoring has
resulted in improved client satisfaction, according to Scheid. �As
a credit card outsourcer for large companies like Visa and
MasterCard, it�s important that our clients know how we�re
interacting with their customers,� he said. �CIC�s monitoring
capability has helped us demonstrate first-hand that they�re
getting great service from us; it gives us a lot of
credibility.�
Currently, CAPITAL uses CIC�s IP-based switching, automatic call
distribution, interactive voice response, call recording,
network-based call routing, outbound dialing, real-time
supervision, and reporting. CIC processes about 500,000 inbound
calls per month.
The company plans to add CIC�s multichannel routing and
recording later this year, according to Scheid.
About CAPITAL Card Services, Inc.
CAPITAL Card Services, Inc. is a leading servicer of MasterCard
and Visa accounts for financial and non-financial institutions
nationwide. The company serves approximately 500,000 cardholders
and manages more than $145 million in outstanding card receivables
for its clients. CAPITAL provides turnkey account acquisition
services, underwriting strategies, marketing, customer service,
collections, and portfolio management services. It was established
in 1998 and is headquartered in Sioux Falls, South Dakota.
For more information about CAPITAL, call +1 605.782.3300 or visit
www.capitalcardservices.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 Network World�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: 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.
ININ-G
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Jun 2024 to Jul 2024
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Jul 2023 to Jul 2024