INDIANAPOLIS & CHANTILLY, Va., Aug 25, 2009 (BUSINESS WIRE) -- WRB Communications, a medical information call center services company, has deployed the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center(R) (CIC).
As a result of its CIC deployment in April of this year, WRB has increased agent productivity and improved customer service, according to the company's director of technical services, Steve Hairston.
"Our previous call center system had outdated functionality and we knew we needed to transition to VoIP to cost-effectively grow our company," Hairston said. "When looking at other systems it became clear that Interactive Intelligence offered the best architecture for ease-of-management, while giving us the functionality and flexibility we needed to support both in-office and at-home agents."
Today, WRB Communications uses CIC's skills-based routing to ensure callers are matched with the most qualified agents for their particular needs.
"Based on the various skills of our agents, CIC has enabled us to match them to callers for improved customer service," Hairston said. "This has also increased agent productivity since callers are more quickly connected, regardless of where our agents are located."
WRB also uses CIC's add-on application, Interaction Recorder(R), to monitor and report on calls for quality assurance and training purposes.
"Interaction Recorder(R) has enabled us to easily measure the effectiveness of our agents," Hairston said. "Since deploying it, we've been able to increase agent effectiveness while decreasing agent talk-time."
In addition, the transition to CIC was one of the easiest WRB has ever experienced, according to the company's vice president of operations, Mark Hewitt.
"The accessibility and expertise of Interactive Intelligence resulted in an incredibly smooth deployment without any disruption to business," Hewitt said. "By getting CIC up and running quickly, we've been able to realize a faster return on investment."
WRB also plans to use CIC's multichannel routing feature to further increase efficiencies.
About WRB Communications
WRB Communications, Inc. delivers medical information contact center solutions to the pharmaceutical, biotechnology, and medical device industries. WRB's management has more than 60 years of combined experience in the management of medical information programs. The company's 24/7 services include product information, adverse event reporting, product complaint reporting, training, customer service, and fulfillment. WRB distinguishes its company through world-class service, quality staff and processes, and personalized client service.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has approximately 3,000 customers worldwide. Interactive Intelligence is among Software Magazine's top 500 global software and services suppliers, is ranked among Network World's top 200 North American networking vendors, is a BusinessWeek "hot growth 50" company, and is among Fortune Small Business magazine's top 100 fastest growing companies. The company is also positioned in the leaders' quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence employs more than 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices with additional sales offices throughout North 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.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
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SOURCE: Interactive Intelligence Inc. and WRB Communications, Inc.
Denise Dixon, Vice President of Marketing, 703-449-0520, ext. 2227
Interactive Intelligence Inc.
Christine Holley, Director of Market Communications, 317-715-8220
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