CCSi, one of the nation’s largest taxi dispatch services, has deployed Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP business communications software suite, Customer Interaction Center ™ (CIC).
CCSi, which provides call center services for taxi fleets coast-to-coast, has reported increased reliability, reduced costs, and improved customer service as a result of deploying CIC.
“We serve 15-plus fleets nationwide with more than 2,300 taxis generating up to 25,000 calls a day,” said CCSi general manager and CIO, Egor Shulman. “As a result, the reliability of our communications system is a key factor to growing our business. Since deploying CIC, we’ve gone from preventive system reboots about every two weeks, to absolutely zero downtime.”
CCSi also credits CIC for helping it reduce costs. “CIC’s VoIP-based architecture has enabled us to reduce costs associated with long-distance calls, which has amounted to significant monthly savings,” Shulman said.CCSi has also reported improved customer service as a result of its CIC deployment. “CIC’s skills-based routing enables us to more effectively handle multi-language calls, high volume accounts, and more complex interactions such as those for commercial reservations,” Shulman said. “It also helps us train new representatives by starting them out with easier calls based on geography or type of reservation. The end result is better service.” CIC’s open, software-based architecture has given CCSi ease-of-interoperability, which has further enhanced service. “We’ve been able to easily integrate CIC with our home-grown software, which prompts agents to ask account-specific questions for faster dispatch,” Shulman said. “We’ve also customized CIC so we can store common addresses for repeat customers, and send automated outbound calls notifying customers that their cab is ready.” CCSi replaced its TeleVantage system with CIC after evaluating systems from Avaya and ShoreTel. It purchased CIC from Interactive Intelligence reseller, Advanced Call Processing (ACP), which also assisted with deployment and provides ongoing support. “ACP’s configuration and integration experience with CIC gave us a smooth deployment and has maximized our return on investment,” Shulman said.