Quality Bicycle Products Selects All-in-One IP Communications Software Suite from Interactive Intelligence
March 09 2011 - 10:00AM
Business Wire
Quality Bicycle Products, a bicycle parts, accessories and
apparel distributor, has selected the Interactive Intelligence
(Nasdaq: ININ) all-in-one IP communications software suite,
Customer Interaction Center™ (CIC).
QBP will deploy CIC to support all of its 500 employees located
at its corporate headquarters in Bloomington, Minn. and at its
distribution center in Ogden, Utah. CIC will replace the company’s
Mitel phone system. QBP selected CIC after reviewing communications
solutions from Avaya, Cisco and Mitel.
“During the vendor review process we were very impressed with
the depth and breadth of CIC’s feature-set,” said QBP’s chief
information officer, Jed Hicks. “What really set it apart though
was its open, single-platform software architecture, which
eliminated the need for us to purchase third-party components,
minimized the number of systems we would need to manage, and
maximized interoperability with existing systems.”
QBP first began looking for a new system to accommodate the
company’s growth and need for more sophisticated communications
applications.
“We take 250,000 calls a year from our 5,000 dealers that we
support,” Hicks said. “As we have continued to grow, it became
essential for us to deploy a new communications system that would
give us access to more advanced features.”
QBP plans to use CIC to provide employees with functionality for
automatic call distribution, interactive voice response, unified
messaging, voice mail, presence management, conferencing, and
reporting.
QBP also plans to deploy CIC add-on applications for
multichannel recording and quality monitoring, and workforce
management.
“We anticipate saving time and money by using the workforce
management application to more effectively schedule our contact
center staff,” Hicks said. “We’ll also be able to use it to help
manage break times and time-off requests.”
QBP also anticipates performance improvements as a result of the
software suite’s deployment. “The new recording capability will
enable us to record calls and capture screen action
simultaneously,” Hicks said. “It will really enhance training when
our agents can see what was on their computer screen when listening
back to a customer call.”
QBP is also looking forward to simplified administration and
management. “CIC’s open, software-based architecture will enable us
to easily do things like set up call rules,” Hicks said. “It will
also enable us to easily integrate it with our existing systems and
hardware for faster roll-out.”
About Quality Bicycle Products
Quality Bicycle Products (QBP) is a leading distributor for the
cycling industry. Carrying more than 36,000 products from 450
vendors, the company offers domestic and international retailers a
wide array of products and services, including a 1,720-page
catalog; an online ordering system; a renowned custom-wheel
service; a specialty bike-building program; and more. The company
owns four bike brands, including All-City, Civia, Salsa Cycles, and
Surly. QBP is also the exclusive U.S. distributor of Ridley, a
Belgian manufacturer of road, mountain, and cyclocross bikes.
Through its Q-Outdoor division, QBP distributes products to
independent ski, run, and outdoor retailers. A strong proponent of
environmental business practices, QBP operates two LEED-certified,
Gold-level distribution centers and office complexes in
Bloomington, Minn. and Ogden, Utah. For more information call
800-346-0004, or visit www.qbp.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’s solutions, which can be deployed via an
on-premise or hosted model, include vertical-specific applications
for insurance and collections. Interactive Intelligence was founded
in 1994 and has more than 4,000 customers worldwide. The company is
among Software Magazine’s 2010 Top 500 Global Software and Services
Suppliers, and Forbes Magazine’s 2010 Best Small Companies in
America. Interactive Intelligence is also positioned in the
leaders’ quadrant of the Gartner Magic Quadrant for Contact Center
Infrastructure, Worldwide report (Feb. 22, 2010). The company
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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