The RoomPlace Selects IP Business Communications Solution from Interactive Intelligence
March 28 2011 - 10:00AM
Business Wire
The RoomPlace, a furniture retailer with 24 locations throughout
Illinois and Indiana, has selected the Interactive Intelligence
(Nasdaq: ININ) all-in-one IP communications software suite,
Customer Interaction Center™ (CIC), for use throughout its
organization.
The RoomPlace is replacing communications technology from
multiple vendors with CIC to connect all of its 24 locations.
“Connecting all of our locations using the same communications
system will greatly enhance our ability to route calls, improve our
customer loyalty programs, and respond to customers in a more
timely and efficient way,” said The RoomPlace’s chief information
officer, Michelle Pacynski. “Our goal is to differentiate ourselves
by providing the best customer service possible, and CIC will play
a key role in making this possible.”
After evaluating solutions from Avaya, Cisco, Nortel and
Shoretel, The RoomPlace selected CIC because of its all-in-one
software architecture that offered the ability to mix and match a
broad set of features with select user groups.
“Due to CIC’s flexible, modular architecture, we can select
certain feature sets for different user groups to provide our
employees with a solution that’s tailored to meet their unique
needs,” Pacynski said. “CIC is also very cost-effective when you
consider the breadth and depth of features included.”
The RoomPlace plans to deploy CIC at the company’s distribution
and customer loyalty centers in Woodridge, Illinois. Following the
initial deployment, the company plans to roll out CIC to the rest
of its 900-plus employees located across 24 locations throughout
Illinois and Indiana.
The RoomPlace will use CIC applications for IP PBX, automatic
call distribution, interactive voice response, screen-pop, unified
messaging, presence management, conferencing, faxing, and real-time
monitoring. It will deploy CIC add-on applications for multichannel
recording, outbound dialing, and automated customer feedback
surveys.
“We plan to integrate CIC with our Oracle database to offer
screen-pops that contain account information designed to help our
customer loyalty representatives more quickly and effectively serve
callers,” Pacynski said. “We’ll also conduct proactive outbound
dialing campaigns to get feedback from customers about their
delivery or sales experience.”
Through a system consolidation effort, The RoomPlace is
anticipating additional improvements in customer satisfaction.
“Because our old system was made up of a variety of different
vendor products, we had difficulty generating reports that gave us
an accurate baseline for service,” Pacynski said. “CIC’s
single-platform architecture will enable us to report across all
communications channels and locations, which will finally give us a
true picture of service levels. The added visibility we’ll get from
CIC’s surveying and recording capabilities will further improve our
ability to deliver fast and effective service.”
About The RoomPlace
The RoomPlace has been serving the greater Chicago area since
1912 by offering furniture at affordable prices combined with
excellent customer service. A single store until 1985, The
RoomPlace operates 24 stores in Illinois and Indiana, and has a
state-of-the-art distribution center in Woodridge, Illinois. The
RoomPlace employs more than 900 people and is headquartered in
Lombard, Illinois. For more information, visit www.theroomplace.com
or call +1 630.783.8000.
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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