Stellar Relay Wins Innovator Award for Its Deployment of the Interactive Intelligence All-in-One IP Communications Software S...
June 24 2009 - 9:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ) honored California-based
customer relationship management outsourcer, Stellar Relay
(formerly Stellar Nordia of Canada), with its 2009 Innovator
Award.
The Interactive Intelligence Innovator Award is given to one
customer each year that demonstrates the most creative and
comprehensive use of the vendor�s all-in-one IP communications
software suite.
Stellar Relay received the award based on its deployment of the
Interactive Intelligence Customer Interaction Center� (CIC), which
supports contact centers throughout the U.S., Canada, and the
Philippines. These sites are staffed by more than 1,100 employees
who help process approximately 30 million customer contacts per
year, including multichannel interactions.
The deployment marked the largest IP migration project in Canada
when it was completed in 2005. Stellar Relay has used CIC to
achieve the following:
- Deployed CIC�s �load balancing�
component to route calls via IP across sites, which has increased
Stellar Relay�s ability to handle voice traffic without adding new
agents.
- Customized CIC to provide an IP
Relay Service for the hearing impaired in the State of California,
which incorporates TTY (a telecommunications device for the deaf)
so customers can initiate IP calls via the Web site that are then
translated for agents.
- Deployed CIC�s conferencing
application, which resulted in a one-month return on investment and
a 75 percent reduction in toll charges.
- Deployed CIC�s desktop soft
phone for call control, presence management, and unified messaging
all from a single interface for increased employee
productivity.
- Deployed CIC�s remote system
monitoring component to centralize management worldwide, which has
simplified trouble-shooting and improved system performance.
�Stellar Relay�s deployment is not just impressive due to its
size and extensive use of IP, but because of how the company has
taken advantage of CIC�s broad functionality,� said Interactive
Intelligence founder and CEO, Dr. Donald E. Brown. �Using a single,
all-in-one platform to run everything from blended dialing and
quality monitoring, to workforce management and multichannel
routing, Stellar Relay has differentiated its services and
increased employee productivity while minimizing cost and
complexity.�
�We initially selected the Interactive Intelligence software
because of its ease-of-use, flexible customization options, and low
total cost of ownership,� said Stellar Relay�s vice president of
information technology, �ric Bujold. �By fully exploiting these
attributes we�ve been able to more quickly and effectively serve
customers even as we grow, while still keeping costs down.�
Interactive Intelligence honored Stellar Relay with its
Innovator Award during the vendor�s 11th annual North American User
Forum held in May at its global headquarters city in Indianapolis,
Indiana.
During the event, Interactive Intelligence also recognized
American Family Insurance and InfoCision Management Corp. as
Innovator Award finalists.
Wisconsin-based American Family Insurance uses CIC for both its
contact center and enterprise-wide phone and messaging system. CIC
supports approximately 3,000 contact center agents and an
additional 10,000 business users across 19 states.
Ohio-based InfoCision is a teleservices outsourcer with nearly
4,000 employees and 30 call centers throughout three states.
InfoCision uses CIC to support its more than 2,000 �communicators,�
giving them everything from skills-based routing and blended
inbound/outbound dialing, to quality monitoring and knowledge
management.
To view a video clip about the Interactive Intelligence
deployment at Stellar Relay, visit
http://www.inin.com/resources/Pages/Innovators-Award-Nominee-Stellar-Relay.aspx.
To view a video clip about the Interactive Intelligence
deployment at InfoCision, visit
http://www.inin.com/resources/Pages/Innovators-Award-Nominee-InfoCision.aspx.
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.
Photos/Multimedia�Gallery Available:
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