Wheaton World Wide Moving | Bekins Van Lines has reported improved customer service, increased productivity, and reduced costs as a result of deploying Interactive Intelligence Group Inc.’s (Nasdaq: ININ) Customer Interaction Center ™ (CIC).
CIC, an all-in-one IP communications software suite, replaced a Nortel system, which was several revisions behind, according to Jerrod Carter, CIO for Wheaton | Bekins.
“It was going to cost us $100,000 just to bring our Nortel system up to date and with no added benefit,” Carter said. “After evaluating systems from Avaya, Mitel, ShoreTel, and Tribox, we selected CIC based on its sophisticated and flexible feature-set.”
After making its selection, Wheaton acquired Bekins Van Lines, which was also using CIC. As a result, it created a more aggressive deployment timeline to facilitate communication between the two entities and prevent any disruption of service to customers.“Our combined entity meant we were communicating with hundreds of independent agents across the country and thousands of service providers,” Carter said. “CIC enabled us to create a four-digit speed dial to provide quick access to each agent or provider. This may seem like a small thing, but it enabled our staff to acclimate to the acquisition more quickly and our corporate employees to be more efficient.” The company was also handling a lot of military business, and operators would spend much of their day getting frequently transferred military personnel in touch with someone who knew the status of their move. “By adding CIC’s skills-based call routing we were able to immediately get our military customers to the person most familiar with their move,” Carter said. “This has saved our operators countless hours and has further improved service.” Also contributing to customer service has been CIC’s callback feature. “Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected,” Carter said. “It lets customers keep their place in queue without sitting on hold -- an option they’ve come to greatly appreciate.”
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