Companies throughout the global marketplace are moving to an “all-IP” environment in order to put their voice, data and other communication channels all on one network. The same is true within the contact center and to easily accomplish this migration; many are turning to Interactive Intelligence Call Center solutions.

One particular Interactive Intelligence client, Brand Addition, installed the company’s all-in-one IP communications software suite. The new system replaced a life-expired conventional telephone system. Brand Addition needed to implement a solution that delivered flexible and reliable communications with its customers, suppliers and even field staff. To accomplish its goal, the company turned to the Customer Interaction Center (CIC) from Interactive Intelligence.

The CIC from Interactive Intelligence is designed to enable companies to consolidate and streamline infrastructure across distributed sties. With its single-platform, all-in-one architecture, the Interactive Intelligence solution helps clients to maintain efficient staffing levels with a very low administrator ratio, which significantly reduces cost. The open, all-software, SIP-based design of the CIC helps client companies to quickly adapt to rapidly changing client requirements and a growing client base.

As mentioned, the CIC solution offered by Interactive Intelligence relies on Voice over IP (VoIP) through SIP signaling protocol. As a result, this VoIP call center solution offers sophisticated functionality that can be created through the feature-rich Interaction Client softphone and simple SIP phones. Both options are available from a number of market vendors or from Interactive Intelligence. The software is modular in nature to allow a company to introduce functionality gradually in an effort to minimize the overall impact on staff training and resulting productivity.

The important thing to remember when examining any option, but especially the CIC from Interactive Intelligence is that this is more than just a telephone system. The CIC provides the call center with the opportunity to look at the overall business and determine how best to improve processes and how the end customer can be served better to achieve the optimal experience.

Interactive Intelligence has a strong reputation for its response to customer needs. Call centers are often on a tight time schedule when they are making changes internally and any misstep in that timing could cost them business. Interactive Intelligence demonstrates that the company understands these challenges and works to ensure the integration is not only smooth, but also timely and that it meets the needs of the organization as a whole.

Interactive Intelligence was very purposeful in its design of the CIC. The company set out to eliminate the cost and complexity created by multipoint products through a standards-based, single-platform software architecture with inherent multichannel processing. As a result, all contact and call centers now have access to a truly all-IP solution that has been designed to meet their unique and specific needs.

Even as Interactive Intelligence can offer significant value, it is important for all call and contact center managers to first determine the needs within their environment before making an implementation of any kind. While Interactive Intelligence focuses on delivering only the tools necessary to promote positive results for the business, no two centers are exactly alike and a clear understanding of needs and how best to meet those needs is an essential step in the process before making a decision on implementation. Interactive Intelligence can help along the way; just make sure you develop an understanding before you get the ball rolling.