Airlines Reporting Corp. (ARC), a provider of sales and
settlement solutions for the travel and hospitality industry, has
enhanced customer service by deploying the all-in-one IP
communications software suite from Interactive Intelligence
(Nasdaq: ININ).
The Interactive Intelligence software suite, Customer
Interaction Center™ (CIC), has helped ARC improve customer service
by adding multichannel functionality and remote agent support.
“CIC has given our customers the ability to contact our agents
via voice, e-mail, an automated call-back feature and very soon
using Web chat as well,” said ARC’s manager of network services,
Tim Henley. “CIC queues these interactions in the same priority
they were received regardless of the communications channel for
optimal consistency and faster response times.”
ARC’s CIC deployment replaced a Nortel system, which the company
said was outdated. “We needed to streamline our communications
system without sacrificing sophisticated applications,” Henley
said.
In addition to reviewing CIC by Interactive Intelligence, ARC
reviewed systems from Cisco, Nortel, ShoreTel, and Siemens.
“We ultimately selected CIC based on its all-in-one platform and
ease-of-use,” Henley said. “This meant we could eliminate ‘bolt-on’
third-party products, thus simplifying management and lowering
costs – and all while adding more advanced features.”
Today, CIC supports a total of more than 250 ARC employees,
including agents at its Arlington, Virginia-based contact center,
along with remote agents. About half of ARC’s agents work from
home. CIC also supports ARC’s business users at its headquarters in
Arlington and at a remote office in Puerto Rico, which staffs
Spanish-speaking agents.
“CIC’s find-me/follow-me feature, along with its ability to
enable employees to manage voice messages regardless of their
location, has further helped us improve service,” Henley said.
“CIC’s remote agent support has ensured our ability to hire the
best agents by offering flexible hours and the convenience of
working from home.”
ARC also deployed a CIC add-on application for call recording
and agent scoring. The company now records and scores calls to help
train agents and give them feedback for improved call handling.
In addition, ARC will be integrating CIC to its Microsoft
Dynamics CRM package, which will give agents a screen “pop”
containing caller and account history information simultaneous with
the call.
Since deploying CIC, ARC has purchased another CIC add-on
application for workforce management called Interaction Optimizer™.
The company will use the application to better match fluctuations
in call volume with agent staffing. “We anticipate saving money by
tracking patterns in call volume to help us optimally staff our
contact center, especially during peak times,” Henley said.
ARC plans to add another 180 CIC users across its multiple
locations, including at offices in Tampa and Louisville. For
business continuity, ARC also plans to install a second server at
its Louisville office to route calls there in case of outages at
headquarters.
“Last year we had more than 50 inches of snow in Arlington and
we experienced power outages throughout the city,” Henley said. “By
using CIC’s disaster recovery capabilities we will be able to
effectively route calls to employees at any location, thus
eliminating lost calls and better serving our customers.”
About ARC
Airlines Reporting Corp. (ARC) is a technology solutions company
providing transaction settlement and data information services.
Airlines, travel agencies, Corporate Travel Departments (CTD),
railroads, and other travel suppliers process more than $80 billion
annually through ARC's world-class settlement system, making it the
financial backbone of travel distribution. ARC COMPASS®, the
leading, trusted source for travel transaction information, powers
data and analytical tools that help ARC customers make confident
business decisions. ARC is an airline-owned company serving the
travel industry with financial services, data products and
services, ticket distribution, original travel solutions, and
settlement in the United States, Puerto Rico, the U.S. Virgin
Islands, and American Samoa. ARC is headquartered in Arlington,
Virginia and employs more than 250 people. It can be reached at +1
703.816.8000; on the Net: http://www.arccorp.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 4,000
customers worldwide. Interactive Intelligence is among Software
Magazine’s 2010 Top 500 Global Software and Services Suppliers, and
Forbes Magazine’s 2010 Best Small Companies in America. 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 more than 800 people
and is headquartered in Indianapolis, Indiana. It has 19 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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