FORUM Credit Union has improved member services and reduced costs as a result of deploying Customer Interaction Center™ (CIC) from Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions. CIC, an all-in-one IP communications software suite, has helped FORUM achieve these benefits through a customized Web chat survey feature, its skills-based multichannel routing and reporting, and its ability to centrally manage communications across branch offices, according to FORUM’s vice president of retail delivery, Andrew Spirrison. “One of the neatest things we’ve done with CIC is to incorporate a feature that triggers a survey of feedback questions to members following a Web chat,” Spirrison said. “That feedback gets immediately emailed to a manager, and the member gets called back right away to resolve any open issues. We’re in the process of harnessing this same feature for member calls through CIC’s add-on application, Interaction Feedback™.” CIC’s single-platform architecture has also benefitted FORUM. “CIC’s inherent multichannel, single-platform architecture has enabled us to route and report on hundreds of interactions daily in a simple and consistent way so we have far more insight into call and Web chat trends,” Spirrison said. “This has resulted in increased efficiencies, which in turn has helped us reduce costs and improve member services. Plus, we use these trends to develop training for our employees that focuses on the most commonly asked member questions.” CIC’s multisite support has further benefitted the credit union. “CIC has enabled us to make better use of our branch resources when we get spikes in call volume,” Spirrison said. “In the past, we would have had to explore hiring additional staff, but now we can immediately assign a few employees from our branch offices to take calls, thus cost-effectively maintaining responsive member service.” FORUM’s also made use of CIC’s remote agent support. “CIC gives our work-at-home agents the same communications applications as their corporate peers, plus it provides the supervisory monitoring capabilities that ensure the same quality of service is being delivered to members regardless of where an agent sits,” Spirrison said. “An added benefit of CIC’s remote agent support is that we can now draw people from a broader labor pool, which increases our overall caliber of staff.”
FORUM was first introduced to CIC by Interactive Intelligence reseller, Adapt Telephony Services ( www.teamadapt.com). In addition to helping FORUM with its evaluation, Adapt played a critical role in the planning and deployment of CIC.“Adapt proved crucial in our technology decision by putting our goals first, then matching them with the best solution as opposed to retrofitting our needs based on preconceived ideas and biases,” Spirrison said. “Adapt continued to demonstrate its professionalism by running an extremely well-organized deployment that kept us on schedule. It also proved to be incredibly well-versed in CIC’s potential by giving us lots of added value through customizations such as its integration of CIC with our internal CRM system and other business solutions.” About FORUM Credit Union FORUM Credit Union, with 12 branch locations and anywhere access via the Internet, tablet, or mobile device, serves more than 100,000 members in the central Indiana area. It offers a full suite of financial services, including home mortgages, auto loans, free checking, rewards checking, business checking, health savings accounts, and investment planning. For more information, call +1 317.558.6000 or visit: www.forumcu.com. About Interactive Intelligence Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premises or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2012 Top 500 Global Software and Service Providers. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Net: www.inin.com. This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
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