PlumChoice, a provider of remote IT support services, has
reported improved customers service as a result of using an
all-in-one IP communications software suite from Interactive
Intelligence (Nasdaq: ININ).
PlumChoice is using the software, called Customer Interaction
Center™ (CIC), to serve customers more rapidly and efficiently by
enhancing its SafeLINK Enterprise Service Delivery Platform.
SafeLINK provides secure, partner-branded, anytime/anywhere
technology support to consumers and businesses through telcos and
other partners.
CIC provides PlumChoice with functionality for IP PBX, automatic
call distribution, interactive voice response, unified messaging,
desktop faxing, softphone, presence management, multichannel
recording, blended dialing, workforce management, and automated
customer feedback surveys. It replaced an existing communications
system.
“CIC’s remote agent support, system monitoring, and ease of
customization are helping us deliver topnotch service to
end-customers, while optimizing our own resources,” said PlumChoice
vice president of operations, Jon Helin. “In addition, the suite’s
reporting, customer surveys, and workforce scheduling are helping
us strengthen our quality assurance, agent training, and partner
support efforts. For example, we’ve made some of CIC’s
administrative capabilities available to our partners so they can
schedule their own agents and track their productivity.”
PlumChoice uses CIC to support its 750 employees who are mostly
remote located across the U.S., along with employees at its
headquarters in Billerica, Mass., and at its regional Center of
Excellence in Scarborough, Maine. The company’s U.S.-based,
industry-certified agents provide 24/7/365 support for multiple
technologies, including small business networks, PCs, Macs,
smartphone devices, netbooks, MP3 players, network devices,
printers, and digital cameras.
PlumChoice selected CIC based on its architecture and breadth of
features after evaluating systems from Avaya, Cisco and others.
“CIC has given us everything we need on a single platform and
from one vendor,” Helin said. “This eliminates the cost and
complexity associated with integration. As a software system, it’s
also provided us with cost-effective scalability, and we get the
added benefit of an open application programming interface so we
can customize it rapidly based on customer needs.”
Reliability was also critical. “We needed a technology partner
that offered optimal product reliability to support our
around-the-clock operations, as well as viability as a company,”
Helin added. “Interactive Intelligence offered us both, along with
a technology vision that supports our mission of providing
customers with superior service both today and over the long
term.”
PlumChoice plans to extend its Interactive Intelligence
deployment to support additional Center of Excellence locations
throughout 2010.
About PlumChoice
PlumChoice pioneered the remote technical services business,
providing 24x7 online repair and assistance for digital devices
through top-tier telcos, ISPs, manufacturers, retailers/e-tailers
and other business partners since 2001. PlumChoice's services are
offered under the partner's brand, designed to generate new revenue
streams, and provide anytime/anywhere technology support for
partners' customers. Offerings include one-time fix, bundled
solution, and subscription plan options for personal computers and
laptops, networking, software applications, printers, peripherals,
MP3 players, digital cameras, smartphones and other devices.
Services are provided through U.S.-based, industry-certified
agents. For more information, visit www.plumchoice.com/partner,
call 1-866-811-3321 or email ir@plumchoice.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 business process
automation. The company was founded in 1994 and has more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, 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 2009
Contact Center Infrastructure, Worldwide Magic Quadrant report.
Interactive Intelligence employs approximately 650 people and is
headquartered in Indianapolis, Indiana. It has 14 offices
throughout North America, Latin 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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