Software to support 1,000-plus contact center agents worldwide; deal
valued at $12.5 million
A large global retail company has selected Interactive Intelligence
Group Inc.'s (Nasdaq: ININ) omnichannel customer engagement software
Interaction Center™ (CIC), to support more than
1,000 contact center agents worldwide. These agents collectively manage
approximately 14,000 inbound interactions and 225,000 outbound calls per
day from both the company's customer care and accounts receivable
The deal, valued at more than $12.5 million, was closed by Interactive
Intelligence channel partner, Automated
Voice & Data Solutions (AVDS), a leading communications
solutions provider based in Houston, Texas.
CIC will replace a massive web of nearly 20 aging systems from different
vendors that were not well integrated. By deploying nearly every CIC
application, the retailer will eliminate administrative overhead,
increase agent efficiencies, improve compliance, and enhance visibility
and measurement of performance data.
"We recommended CIC because we knew its open, standards-based
architecture and broad set of applications would provide both the
scalability and functionality that our customer needed to support its
operational and technological strategic direction," said AVDS President
Sharon Moon. "We project that by deploying CIC, our customer will
achieve nearly 175 percent ROI in five years."
"It's really nice to see such a large company put its trust in CIC to
fulfill a very forward-thinking customer experience strategy," said
Interactive Intelligence Chief Business Officer Paul Weber. "In
addition, the size and scope of this deal underline CIC's reputation as
the true Sherman tank of contact center software."
The retailer selected CIC because it believed the software could best
meet its goal of optimizing the customer experience using a single,
omnichannel platform that also offered the flexibility to rapidly adapt
to changing business requirements.
In addition to CIC's customer engagement applications, the retailer
plans to use CIC's unified communications and process automation
capabilities across the enterprise.
About Automated Voice & Data Solutions (AVDS)
AVDS is a leading provider of communications solutions manufactured by
Interactive Intelligence, Vidyo, IBM, TantaComm, and CallScripter that
deliver measurable results to enterprise organizations and contact
centers across all industries. Founded in 1992 by Sharon Moon, Automated
Voice & Data Solutions was an early adopter of software-based
communications. AVDS serves a range of industries with customers in the
U.S., Europe, and Australia and has been recognized by several
organizations including Inc. Magazine, Houston Business Journal, Woman's
Chamber of Commerce of Texas, DiversityBusiness.com and Forbes. For more
information, visit www.avds.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global leader of
cloud services for customer engagement, communications and collaboration
designed to help businesses worldwide improve service, increase
productivity and reduce costs. Backed by a 20-plus year history of
industry firsts, 150-plus pending patent applications, and more than
6,000 global customer deployments, Interactive offers customers fast
return on investment, along with robust reliability, scalability and
security. It's also the only company recognized by the top global
industry analyst firm as a leader in both the cloud and on-premises
customer engagement markets. The company is headquartered in
Indianapolis, Indiana and has more than 2,000 employees worldwide. For
more information, visit www.inin.com.
Interactive Intelligence is the owner of, and holds certain
registrations for, the marks INTERACTIVE INTELLIGENCE, its associated
LOGO, PURECLOUD and numerous other trademarks and service marks in the
United States and various other jurisdictions around the world. All
third-party trademarks mentioned in this document are the property of
their respective owners.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160804005046/en/
Source: Interactive Intelligence Group Inc.
News Provided by Acquire Media