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News : Heartland Dental Deploys Interactive Intelligence Software Suite
INDIANAPOLIS & EFFINGHAM, Ill., Jan 7, 2014 -- Heartland Dental, a dental support organization in the country, has improved customer service as a result of deploying an all-in-one IP communications software suite from Interactive Intelligence Group Inc..
The software suite, Customer Interaction Center(TM) (CIC), helped Heartland Dental improve customer service through its recording, monitoring and reporting capabilities.
"CIC has given us features that enable supervisors to monitor calls and coach our contact center agents as needed, even agents working from home," said Connie Snyder, director of client services for Heartland Dental. "Agents can also request supervisory assistance with a click of a button on their computer screens, which means faster, more effective service."
CIC's reporting features have further benefitted Heartland Dental by giving it new insight into metrics. "CIC gives us reports that show detailed breakouts of call and agent metrics, such as call volume, length of calls, hold times, and more," Snyder said. "This has enabled us to staff and train our agents more effectively."
Heartland Dental selected CIC to replace its existing PBX/contact center system, which had a limited feature-set and proved too expensive to upgrade, according to Gary Wise, director of IT for Heartland Dental.
"After our experience with our first vendor, our main priority was to select a vendor whose solution was intuitive, configurable, and could give us meaningful call data," Wise said. "Equally important, we wanted total confidence that the vendor could successfully manage our deployment from design through roll-out. We talked to local businesses with call centers to find out what solutions they were using and if they were happy. During this process, Interactive Intelligence rose to the top of the list based on a lot of positive user feedback."
Heartland Dental chose Interactive Intelligence based on its solution's unified all-in-one architecture. "We loved the fact that we could get everything we needed from Interactive Intelligence - and all Interactive-built -- instead of having to purchase and integrate multiple software systems from different vendors," Wise said. "Plus, the price point was reasonable."
An important part of Heartland Dental's successful CIC deployment was Interactive Intelligence's project management team.
"Interactive Intelligence's project management team was professional, knowledgeable and always prepared," Wise said. "That helped our CIC deployment go smoothly and painlessly."
Posted by Veronica Silva Cusi, news correspondent
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About Interactive Intelligence:
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of cloud services for customer engagement, communications and collaboration designed to help businesses worldwide improve service, increase productivity and reduce costs. Backed by a 20-plus year history of industry firsts, 100-plus patent applications, and more than 6,000 global customer deployments, Interactive offers customers fast return on investment, along with robust reliability, scalability and security. It's also the only company recognized by the top global industry analyst firm as a leader in both the cloud and on-premises customer engagement markets. The company is headquartered in Indianapolis, Indiana and has more than 2,000 employees worldwide
Published: Wednesday, January 8, 2014