American Logistics Company Deploys Interactive Intelligence Unified IP Business Communications Solution
December 15 2011 - 10:00AM
Business Wire
American Logistics Company (ALC) has deployed Interactive
Intelligence Group Inc.’s (Nasdaq: ININ) unified IP business
communications solution, Customer Interaction Center™ (CIC).
ALC, a national passenger transportation management company, has
reported improved customer service as a result of deploying CIC’s
contact center automation and unified communications functionality
organization-wide.
“CIC has enabled us to match calls with the best agent based on
skill-set, then automatically route them even when agents are
working remotely,” said chief technical officer for American
Logistics Company, Hants White. “CIC has also provided us with
multichannel routing capability so our agents can more quickly
respond to customers whether they contact us by phone, fax, or
email.”
In addition to skills-based and multichannel routing, CIC has
given ALC functionality for interactive voice response, call
recording, supervisory monitoring, and reporting.
ALC replaced its TeleVantage product with CIC after the legacy
phone system had reached capacity and was at its end of life.
“As a company that specializes in dispatching transportation
vehicles nationwide, we needed a communications system that was
nimble, reliable, and insightful,” White said. “CIC’s open,
single-platform software architecture with built-in redundancy fit
the bill. It gave us the ability to quickly add new users, while
enabling us to analyze interaction data to make better business
decisions.”
ALC purchased CIC through Interactive Intelligence reseller,
Advanced Call Processing. ACP provided deployment services and is
also responsible for ongoing CIC support.
“ACP proved knowledgeable about CIC and was instrumental in
getting it deployed under a very tight timeline,” White said.
“Without ACP’s understanding of CIC and our objectives, we would
not have realized the full value of this deployment.”
Today CIC supports ALC employees at the company’s Santa Ana,
California headquarters, and at its dispatch center in St. George,
Utah. CIC also supports ALC at-home workers throughout the U.S.
ALC continues to test the flexibility of CIC with features such
as automatic outbound IVR for appointment confirmations, and other
planned enhancements.
“We’re looking at CIC’s speech recognition and text-to-speech
capabilities to further improve customer service,” White said. “The
best part is that CIC’s unique architecture will let us add
applications as we need them without big hardware upgrades. That
kind of flexible, cost-effective growth means we can adapt our
communications technology to meet customer needs instead of the
other way around.”
About American Logistics Company
American Logistics Company (ALC) is a national passenger
transportation management company serving transit agencies, school
districts and the healthcare industry. ALC leverages
proprietary transportation management and trip optimization
technology to manage dedicated and non-dedicated vehicles
across the United States, providing high quality, innovative
transportation services that raise the bar for efficiency,
cost-effectiveness, driver safety and accountability. ALC's
innovative transportation solutions also contribute to an
overall reduction in the carbon footprint of any
transportation program, due to a reduction in the size and number
of vehicles required. For more information, visit
www.AmericanLogistics.com.
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 Forbes Magazine’s 2011 Best Small Companies in America and
Software Magazine’s 2011 Top 500 Global Software and Services
Suppliers. 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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