Veterans United Home Loans has won the 2013 Innovator Award from Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications software and services. The Innovator Award is given each year to the Interactive Intelligence customer that has shown the most unique and forward-thinking application of the vendor’s all-in-one IP communications software suite. Veterans United received the award for its large-scale deployment of the cloud-based Interactive Intelligence Communications-as-a-Service℠solution, which today supports more than 1,300 users located in 22 states. As part of its cloud solution, Veterans United deployed the Interactive Intelligence Interaction Edge™ device, which was designed to simplify IT management and reduce costs by combining the functionality of a gateway, media server and SIP proxy appliance. “The magnitude and speed of the Veterans United Interactive Intelligence CaaS℠ deployment were incredibly impressive,” said Dr. Donald E. Brown, Interactive Intelligence founder and CEO. “Adding to that was its innovative use of our Interaction Edge™ device to create a first-of-its-kind ‘site-within-a-site’ model for maximum redundancy.” “We created a unique deployment model for Interaction Edge™ that enabled us to segment our contact center within a larger building so in the event of a secondary server failure our inbound lines remain operational,” said Gary Lee, Veteran United’s chief technology officer. “Combined with our customization of the system’s auto-attendant that enabled us to map our overlapping three digit extensions to our new four digit plan, we’ve been able to assure customers fast, efficient and reliable service.” Veterans United further improved service using the Interactive Intelligence CaaS℠ solution to create custom voicemail reporting capabilities. “We created an automated voicemail response monitoring system that generates custom reports, including nightly reports that are sent to team leaders as desired,” Lee said. “This lets us respond to veterans and service members as quickly as possible to meet their needs.”
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