News : Yellow Radio Service Deploys Software Suite from Interactive Intelligence
Indianapolis & San Diego, Nov 13, 2014 -- Yellow Radio Service of San Diego has reported increased reliability and improved customer service as a result of deploying the all-in-one IP communications software suite, Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc.
Yellow Radio Service of San Diego provides taxicab and other transportation services throughout San Diego County.
"We operate on a 24/7 basis year-round and the number of outages we were experiencing with our old contact center system was unacceptable," said Sharon Geraty, vice president of operations for Yellow Radio Service. "With CIC, we’ve been able to operate 24 hours a day, seven days a week, 365 days a year without any outages or downtime."
Yellow Radio Service of San Diego has used CIC to give its contact center agents functionality for automatic call distribution, interactive voice response, call recording, supervisory monitoring, and more.
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"CIC’s recording and monitoring apps have helped us identify performance issues, while improving our ability to coach agents, both of which have resulted in improved customer service," Geraty said.
Yellow Radio Service of San Diego initially chose CIC to replace its contact center system based on feedback from its sister company CCSi.
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, November 14, 2014
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