Estate Information Services Deploys IP Business Communications Solution from Interactive Intelligence
August 09 2011 - 10:00AM
Business Wire
Estate Information Services (EIS), a provider of probate and
specialty collection solutions, has deployed the Interactive
Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP
communications software suite, Customer Interaction Center™ (CIC),
for use throughout its organization.
EIS deployed CIC to consolidate its PBX, predictive dialer, and
call recording products for simplified management and improved
reporting.
“Our three separate products made system management and
reporting cumbersome and manually intensive,” said Jeff Falk,
director of technology for EIS. “By replacing our disparate systems
with CIC’s all-in-one architecture, we now have a single point of
management and can report in real-time across applications, which
has resulted in increased operational efficiencies and improved
customer service.”
EIS selected CIC after reviewing communications products from
Noble Systems and ShoreTel.
“CIC was head and shoulders above the competition for its total
cost-of-ownership,” Falk said. “CIC best supported our growth plans
with its ability to add applications for use across locations
without pricey hardware investments or lengthy deployment cycles.
CIC has already helped us to maintain service levels during surges
in business volume.”
EIS is using CIC to support employees at its Columbus,
Ohio-based headquarters, giving them automatic call distribution,
predictive dialing, voice mail, faxing, interactive voice response,
supervisory monitoring, recording, and reporting functionality. EIS
has also integrated CIC with its proprietary collection application
to deliver real-time functionality to its collectors.
“Compliance regulations for the estate and probate collection
industry require us to record and track every customer
interaction,” Falk said. “CIC has enabled us to do this most
cost-effectively, while also letting us link recordings to each
customer record so we get faster, more in-depth insight into our
interactions.”
EIS credits CIC with training benefits as well. “CIC’s analysis
tools enable our supervisors to fine-tune agent performance,” Falk
said. “This is really important because it helps us more
effectively deliver on our promise of creating a positive customer
experience through compassionate service.”
EIS is currently evaluating other CIC add-on applications to
further increase efficiencies and improve customer service. “CIC’s
single-platform software architecture means we can add applications
most efficiently,” Falk said. “As a result, we’re confident that
CIC will continue to cost-effectively support our growth whatever
our customer service needs may be in the future.”
About Estate Information Services
EIS is a specialty collection company providing estate search
services, probate and bankruptcy proof of claim filings, bankruptcy
adversary services, and other unique recovery solutions. EIS
employs recovery specialists trained to provide end-to-end probate
collection services with a compassionate touch based on
compliance-driven business practices. EIS also employs
nationally-certified paralegals who work closely with courts,
estate attorneys, and executors. EIS was founded in 1989 and is
headquartered in Columbus, Ohio. For more information, visit
www.probate-services.com or call 877.714.3739.
About Interactive Intelligence
Interactive Intelligence Group 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. It employs approximately 1,000 people and is headquartered
in Indianapolis, Indiana. The company has 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 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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