News : California Association Of Realtors Deploys Interactive Intelligence Software
Indianapolis & Los Angeles, Jul 29, 2014 -- The California Association Of Realtors(R) (C.A.R.), a trade association of California real estate agents, has replaced its PBX system with Interactive Intelligence Group Inc.’s ININ +1.49% Customer Interaction Center ™ (CIC), an all-in-one IP communications software suite.
According to C.A.R., it deployed CIC to improve system integration, support remote staff, and add disaster recovery capabilities.
"CIC has accomplished precisely what we wanted," said Joshua Sharfman, C.A.R.’s chief technology officer. "Its single-platform, open software architecture has reduced integration requirements and made it easy to interoperate with our Microsoft Dynamics system.
CIC has also enabled C.A.R. to incorporate its on and off-site agents and attorneys into its contact center. "We handled more than 168,000 calls from our members in 2013, mostly concerning crucial legal questions," Sharfman said. "CIC’s remote support has enabled us to tap into our offsite agents and attorneys so we can more quickly and effectively respond to important member questions."
In addition, C.A.R. has taken advantage of CIC’s failover support. "We have offices in Los Angeles and Sacramento," Sharfman said. "CIC provides rock-solid disaster preparedness with its ability to maintain full functionality and automatically route calls to our Sacramento office should we have a failure in L.A. or vice versa."
C.A.R. worked with Advanced Call Processing, a Southern California-based reseller specializing in unified communication solutions, to select, deploy, and support CIC.
Posted by Veronica Silva Cusi, news correspondent
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Published: Wednesday, July 30, 2014
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