Full Credit to Cetelem's New IP Telephony System
March 11 2004 - 3:00AM
PR Newswire (US)
Full Credit to Cetelem's New IP Telephony System LONDON, March 11
/PRNewswire/ -- Retail credit company, Cetelem (UK) Ltd., has
successfully integrated an IP-based business telephony system with
support from Interactive Intelligence Inc. (Nasdaq: ININ) master
distributor, IDL (Interactive Distribution Ltd.). Based around
Interactive Intelligence software, Customer Interaction Center(R)
(CIC), the new system successfully withstood the demands of the
retail sector's peak trading over Christmas and the New Year,
including Boxing Day (Dec. 26) -- the busiest day of the year for
retail transactions. (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO) CIC provides
interaction management for contact centres and other
customer-driven organisations. It can work over multiple sites and
offers unified messaging; multimedia and skills-based routing;
interactive voice response; e-mail response management; Web chat
and call-back; screen pop; centralised administration; and
supervisory tools. Cetelem (UK) Ltd., a subsidiary of Europe's
leading provider of retail credit, installed CIC in November, just
ahead of its busiest retailing period, Christmas and the New Year.
The system exceeded all expectations, processing well over 60,000
calls in December alone. CIC replaced what was originally a
state-of-the-art voice over IP system from 3Com using NBX with
Apropos CRM. When the two systems stopped running well together,
Cetelem had three choices: to keep either the 3Com system or the
Apropos system and change their partner, or start with a blank
sheet. 3Com introduced Interactive Intelligence, and Apropos
suggested partnering with Mitel. After careful consideration, the
3Com and Interactive Intelligence combination was selected, to be
implemented by IDL. The fully resilient system serves 200 inbound
and outbound call centre agents based in separate locations in
Wallington and Coventry. Information from France, where the
company's corporate head office is based, is accessible from both
sites, and the system is fully integrated with back office
functions such as credit checks, and with Aspect Workflow software,
which helps management predict the number of agents required to
support operations. "Although we are using advanced technology, and
perhaps take for granted the system's sophistication, our
over-riding concern was reliability," said John Morris, head of
information technology for Cetelem UK. "The software needed to
stand up to heavy usage, supply dependable information in
real-time, and not disrupt our operations. It has been extremely
well received. Our agents have settled into using it well, our
supervisors are delighted with additional functions, and we had no
need to fall back on our old system, which we had kept live as
backup over our busiest trading period." As CIC has wide inbuilt
functionality as standard, Morris also feels that the company has
future-proofed its system. "At our next stage, we expect to start
seeing the really big productivity gains," he said. Cetelem plans
to expand the IVR usage to help with customer service functions
such as balance enquiries, and will introduce dialler functions to
improve call centre agent productivity. The system has been
successfully tested by a partner with a quarter of a million users,
and its underlying architecture means that Cetelem is not tied to a
single supplier for future developments. About Cetelem (UK) Ltd.
Cetelem have been the European leader in retail finance for 50
years, operating in 19 countries. In the UK, Cetelem has been
operating since 1999 and has over 250 people in two locations.
About IDL IDL is part of the UK-based Mettoni Ltd. group of
companies. The company is a Master Distributor for Interactive
Intelligence in the UK and Ireland, being one of the early adopters
of the Interactive Intelligence product portfolio (1998). The IDL
team comprises voice application design, integration,
implementation and support teams, and boasts almost 20 years of
experience in the voice applications field. (www.idl-mettoni.com).
About Interactive Intelligence Inc. Interactive Intelligence Inc.
(Nasdaq: ININ) is a global developer of Microsoft-based business
communications solutions. It develops software for IP telephony,
contact centre automation, unified communications, and customer
self-service. The company was founded in 1994 and has more than
1,000 customers worldwide. Recent awards include Software
Magazine's 2003 Top 500 Global Software and Services Companies, and
ContactCenterWorld.com's 2004 Members' Choice. Interactive
Intelligence employs approximately 350 people and is headquartered
in Indianapolis, Indiana, USA. The company has 12 offices
throughout North America, Europe and Asia. The EMEA corporate
office is located in Uxbridge, England, and serves more than 80
thousand end-users, including companies such as Skandia, Halifax
and Telefonica. Its telephone number is +44-208-867-3670; on the
Web: http://www.ININ.com. This release contains 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. Contacts: Tony Martin Marketing Director,
EMEA Interactive Intelligence Inc. +44-208-867-3675
tony.martin@inin.com Claire Thompson Zed PR T: +44-118-944-0394 M:
+44-7771-817-015 claire@zedpr.co.uk Web site: http://www.ININ.com
http://www.idl-mettoni.com LONDON, March 11 /PRNewswire/ --
DATASOURCE: Interactive Intelligence Inc Tony Martin, Marketing
Director, EMEA, for Interactive Intelligence Inc.,
+44-208-867-3675, tony.martin@inin.com ; or Claire Thompson of Zed
PR, T: +44-118-944-0394, M: +44-7771-817-015, claire@zedpr.co.uk,
Photo: NewsCom:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO, AP Archive:
http://photoarchive.ap.org, PRN Photo Desk,
photodesk@prnewswire.com
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