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News : Redstone Federal Credit Union Deploys Adapt Communications Software
Oak Brook, Ill. & Huntsville, Ala., Jan 28, 2014 -- Redstone Federal Credit Union (RFCU) has selected Adapt Telephony Services, LLC, to configure, install and provide technical support for the Interactive Intelligence Group Inc.'s ININ +0.10% contact center and enterprise IP telephony software suite, Customer Interaction Center(R) (CIC). The all-in-one unified communication platform will be deployed by Adapt throughout RFCU’s organization.
RFCU has more than 350,000 members, 800 employees, 24 branch locations across Alabama and assets of more than $3.5 billion. CIC’s capabilities will upgrade the RFCU member services center by replacing an aging Nortel enterprise telephony system with a single platform. RFCU no longer will need to manage multiple standalone systems loosely integrated from multiple vendors.
The selection of Adapt and its Interactive Intelligence solution over alternative platforms was based upon the simplistic yet scalable architecture found in CIC, says Harry Gunsallus, Redstone’s EVP/CIO and President of Redstone Consulting Group. "CIC integrates in real time to Redstone’s Open Solutions (now FiSERV) core Banking System," he notes.
"We will be using multimedia queuing, recording, workforce management, disaster recovery and the new Interaction Analyzer™ speech analytics product to spot keywords and phrases spoken by our members, score our agents and help them improve their everyday performance. Beyond today, CIC’s flexibility will enable us to develop and deploy our own applications and then sell those solutions through our consulting subsidiary."
Posted by Veronica Silva Cusi, news correspondent
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About Adapt Telephony Services:
Adapt Telephony Services, LLC (Adapt) is a global value-added reseller and integrator of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. An Interactive Intelligence reseller since 1997, Adapt has deployed the vendor’s solutions for more than 300 customers. Vertical specialties include retail, insurance, healthcare and financial services. Today, Adapt is an Interactive Intelligence Platinum Elite Partner, and has earned multiple awards from the vendor for its sales achievements and implementation excellence.
Published: Thursday, January 30, 2014