Interactive Intelligence Honors Reseller, EDCi, for Most Visionary Customer Software Deployment
December 06 2010 - 9:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, has honored reseller,
Elite Partner EDCi, with its annual Vision Award.
EDCi received the award for deploying the Interactive
Intelligence all-in-one IP communications software suite, Customer
Interaction Center™ (CIC), to help Digi-Key Corp. improve customer
service and increase agent productivity through automated e-mail
queuing and management.
“EDCi used CIC to create a number of customized e-mail queuing
and management applications that helped Digi-Key increase customer
response time and reduce production delays,” said Interactive
Intelligence vice president of sales for North America, Paul Weber.
“The benefits of this visionary solution include a decrease in
average e-mail response time of several hours, a 30 percent
increase in agent productivity, and a 22 percent decrease in costs
based on projected payroll expense.”
Prior to the CIC deployment, Digi-Key found it increasingly
difficult to efficiently process the more than 2.3 million
interactions it was receiving by e-mail each year. With record
sales forecast and an e-mail solution that had reached its
capacity, Digi-Key began searching for a new e-mail solution that
would scale to meet its rapidly expanding needs.
“Before our CIC deployment, agents in a shared e-mail group
‘pulled’ their work from an inbox,” said Digi-Key’s director of
sales and customer service, Linda Johnson. “This created a perfect
environment for ‘cherry-picking’ and was not an efficient way to
handle interactions. Agents decided when they had time to do the
work instead of the system directing it. Reporting capabilities
were also deficient and we had limited access to real-time
supervisory information. Disjointed workflow from department to
department further compounded our inefficiencies.”
To address these issues, EDCi used CIC to create a customized
solution for e-mail queuing and management. This included the
deployment of skills-based routing, new workflow processes, a 360
degree search capability, and a conversation threading feature.
“Among our key customizations for Digi-Key was the 360-degree
search engine capability, which enabled agents to quickly find
pre-queue, in-queue, pending, picked-up, processed, and stored
e-mails,” said EDCi’s vice president, Nick Tseffos. “We also
deployed conversational threading, which enabled Digi-Key customers
to receive service from the same agent.”
EDCi also integrated CIC to Digi-Key’s document management
platform, FileNet, so that all e-mails and attachments are easily
uploaded following an interaction. “The CIC integration to FileNet
has saved Digi-Key agents valuable post-e-mail wrap-up time, while
also reducing the amount of time spent searching for FileNet
objects,” Tseffos said.
Today, Digi-key uses the customized CIC solution to queue and
route more than 2.3 million interactions annually to its contact
center agents across the U.S., Korea, Hong Kong and Europe.
“EDCi’s customized CIC solution has helped us absorb record
sales this year with minimal staff additions in our core sales
areas,” Johnson said. “With the ability to set multiple skills and
move agents in and out of skills based on workload, we’ve been able
to lend resources to other areas of the sales and customer service
organization. This has enabled us to better use our existing staff
in order to maintain service goals.”
Interactive Intelligence selects one reseller each year for its
Vision Award. The company honored EDCi with the award during the
vendor’s 12th annual Partner Conference held in October. More than
400 people attended the event representing the company’s 300
resellers worldwide.
About EDCi
EDCi is an enterprise-wide solutions provider, supplying
products and services to organizations worldwide. The company
specializes in enterprise communications software, application
delivery, virtualization, network infrastructure, SAN solutions,
and staff augmentation. EDCi also has proven expertise in strategic
needs assessment, project management, design, installation, risk
management, training, and post-sales support. The company was
founded in 1988 and today has several hundred customers
representing a wide variety of industries, including insurance,
retail, finance, health care, high-tech, distribution, utility,
transportation, and manufacturing. EDCi is headquartered in
Appleton, Wisconsin and employs 55 associate. The company can be
reached at +1 800.332.3553, or info@edci.com; on the Net:
www.edci.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 Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 800
people and is headquartered in Indianapolis, Indiana. It has 16
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.
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