WRB Communications Deploys All-in-One IP Communications Software Suite from Interactive Intelligence
August 25 2009 - 9:00AM
Business Wire
WRB Communications, a medical information call center services
company, has deployed the Interactive Intelligence (Nasdaq: ININ)
all-in-one IP communications software suite, Customer Interaction
Center® (CIC).
As a result of its CIC deployment in April of this year, WRB has
increased agent productivity and improved customer service,
according to the company’s director of technical services, Steve
Hairston.
“Our previous call center system had outdated functionality and
we knew we needed to transition to VoIP to cost-effectively grow
our company,” Hairston said. “When looking at other systems it
became clear that Interactive Intelligence offered the best
architecture for ease-of-management, while giving us the
functionality and flexibility we needed to support both in-office
and at-home agents.”
Today, WRB Communications uses CIC’s skills-based routing to
ensure callers are matched with the most qualified agents for their
particular needs.
“Based on the various skills of our agents, CIC has enabled us
to match them to callers for improved customer service,” Hairston
said. “This has also increased agent productivity since callers are
more quickly connected, regardless of where our agents are
located.”
WRB also uses CIC’s add-on application, Interaction Recorder®,
to monitor and report on calls for quality assurance and training
purposes.
“Interaction Recorder® has enabled us to easily measure the
effectiveness of our agents,” Hairston said. “Since deploying it,
we’ve been able to increase agent effectiveness while decreasing
agent talk-time.”
In addition, the transition to CIC was one of the easiest WRB
has ever experienced, according to the company’s vice president of
operations, Mark Hewitt.
“The accessibility and expertise of Interactive Intelligence
resulted in an incredibly smooth deployment without any disruption
to business,” Hewitt said. “By getting CIC up and running quickly,
we’ve been able to realize a faster return on investment.”
WRB also plans to use CIC’s multichannel routing feature to
further increase efficiencies.
About WRB Communications
WRB Communications, Inc. delivers medical information contact
center solutions to the pharmaceutical, biotechnology, and medical
device industries. WRB’s management has more than 60 years of
combined experience in the management of medical information
programs. The company’s 24/7 services include product information,
adverse event reporting, product complaint reporting, training,
customer service, and fulfillment. WRB distinguishes its company
through world-class service, quality staff and processes, and
personalized client service.
The company was founded in 1996 and is headquartered in
Chantilly, Virginia. For more information, contact WRB at
www.wrbcorp.com, customer.care@wrbcorp.com, or +1 703.449.0520.
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 business process
automation. The company was founded in 1994 and has approximately
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 more than 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.
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