Dialogue Marketing, an outsourcer of customer relationship
management services, has reported reduced costs using an all-in-one
IP communications software suite from Interactive Intelligence
(Nasdaq: ININ).
Dialogue Marketing deployed the Interactive Intelligence
Customer Interaction Center® (CIC) solution to support its more
than 1,000 employees across three contact centers located in Auburn
Hills, Mich., Troy, Mich., and Orem, Utah.
“CIC has saved us money by enabling us to consolidate and
streamline our infrastructure across distributed sites,” said
Dialogue Marketing CIO, Michael Lipinski. “CIC’s single-platform,
all-in-one architecture has also helped us maintain incredibly
efficient staffing levels with an agent to administrator ratio of
400 to one, thus further reducing costs.”
CIC’s open, all-software, SIP-based design has also helped
Dialogue Marketing quickly adapt to rapidly changing client
requirements and a growing client base, according to Lipinski.
“I don’t see how we could have grown so quickly with any other
communications system,” Lipinski said. “Due to CIC’s flexible and
scalable architecture, we’ve never had to tell a customer we can’t
do something because of technology limitations. It’s also enabled
us to cost-effectively add staff.”
Dialogue Marketing has also deployed Interaction Dialer®, a CIC
add-on application for outbound/blended dialing and campaign
management. Combined, CIC and Interaction Dialer® have enabled the
company to even more effectively meet client needs.
“Recently, a well-known American client of ours with affiliate
companies throughout South America wanted to move its call center
operations from those countries to the U.S.,” Lipinski explained.
“By using CIC and its add-on predictive dialing capabilities, along
with some of our own functionality developed in-house, we were able
to quickly and cost-effectively move the client’s operations to the
U.S. where they can now offer enhanced customer service at a
reduced cost.”
Based on the success of CIC, Dialogue Marketing is adding an
Interactive Intelligence add-on application for workforce
management called Interaction Optimizer®. It will replace a manual
process based on spreadsheets that the company had been using to
schedule agents.
“With our rapidly growing workforce we decided to automate
staffing to more effectively schedule agents during peak times,”
Lipinski said. “Interaction Optimizer® will enable us to do this,
while also helping us better forecast scheduling needs and manage
paid time off.”
Another overall benefit, according to Lipinski, is CIC’s
single-platform architecture. “Because all the Interactive
Intelligence applications run on the same platform, we are able to
minimize cost and complexity even as we add the most sophisticated
functionality,” he said. “This unique ‘all-in-one’ architecture,
coupled with Interactive Intelligence’s responsiveness to our
needs, have led to a great partnership that we look forward to
expanding.”
CIC was designed to eliminate the cost and complexity introduced
by multipoint products by offering a standards-based,
single-platform software architecture with inherent multichannel
processing. CIC offers functionality for contact center automation,
enterprise IP telephony, and business process automation. To learn
more about CIC, visit
http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx.
About Dialogue Marketing
Dialogue Marketing creates award-winning suites of customer
relationship management services that enable clients to acquire,
retain, and support their customers. The company's customized
solutions produce effective and relevant CRM programs for a wide
variety of industries, including automotive, blood recruiting,
financial, insurance, indirect lending, telecommunications,
prepaid/stored cards, retail, and information technology. The
company also offers best-in-class lead generation, customer care,
technical support, multiple and redundant contact center locations,
over 1,000 skilled telephone sales/service representatives, and
state-of-the-art technology. To learn more about Dialogue Marketing
please visit www.dialogue-marketing.com, or call 1
800.523.5867.
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 Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 700
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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