News : net.America Deploys Interactive Intelligence Cloud Solution
INDIANAPOLIS & UPPER MARLBORO, Md., Oct 31, 2013 -- The net.America Corp., which provides professional services to the federal government, has deployed a cloud-based contact center solution from Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience.
As a result of deploying the Interactive Intelligence CaaS? solution, net.America has increased agent productivity, improved customer service, and reduced costs, according to president and CEO, Clare Hines. "Interactive Intelligence CaaS? has given us enhanced contact center features and increased scalability -- and all without bogging us down in the cost and complexity of on-premises servers and equipment," she said.
"Prior to deploying Interactive Intelligence CaaS?, we were unable to integrate our contact center system with our CRM system," Hines said. "This meant our agents often had to toggle between at least two computer screens, which needlessly extended call times. Interactive Intelligence CaaS?, however, easily integrated with our CRM system so now our agents are ‘popped’ a single screen with all the information they need, which in some cases has reduced call-handle time by up to two minutes per call. This has increased agent productivity and enabled us to serve customers faster."
"After working with the Federal Emergency Management Agency following hurricane Katrina, we recognized that our contact center needed to be prepared in the event of an emergency," Hines said. "Today, our agents can immediately access Interactive Intelligence CaaS? features from their computers at home, and set-up requires no additional equipment or hardware."
This ability for at-home agents to log-on at a moment's notice was recently put to the test when net.America was hit by a snowstorm last winter. "We were hit with a major snow storm, big enough that our agents weren’t able to come into the office," Hines said. "Interactive Intelligence CaaS? enabled our agents to easily and quickly log onto their computers at home and begin working."
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: Friday, November 1, 2013