INDIANAPOLIS?()?Wheaton World Wide Moving | Bekins Van Lines has reported improved
customer service, increased productivity, and reduced costs as a result
of deploying Interactive Intelligence Group Inc.?s (Nasdaq: ININ) Customer
Interaction Center? (CIC).
?After evaluating systems
from Avaya, Mitel, ShoreTel, and Tribox, we selected CIC based on its
sophisticated and flexible feature-set.?
CIC, an all-in-one IP communications software suite, replaced a Nortel
system, which was several revisions behind, according to Jerrod Carter,
CIO for Wheaton | Bekins.
?It was going to cost us $ 100,000 just to bring our Nortel system up to
date and with no added benefit,? Carter said. ?After evaluating systems
from Avaya, Mitel, ShoreTel, and Tribox, we selected CIC based on its
sophisticated and flexible feature-set.?
After making its selection, Wheaton acquired Bekins Van Lines, which was
also using CIC. As a result, it created a more aggressive deployment
timeline to facilitate communication between the two entities and
prevent any disruption of service to customers.
?Our combined entity meant we were communicating with hundreds of
independent agents across the country and thousands of service
providers,? Carter said. ?CIC enabled us to create a four-digit speed
dial to provide quick access to each agent or provider. This may seem
like a small thing, but it enabled our staff to acclimate to the
acquisition more quickly and our corporate employees to be more
efficient.?
The company was also handling a lot of military business, and operators
would spend much of their day getting frequently transferred military
personnel in touch with someone who knew the status of their move.
?By adding CIC?s skills-based call routing we were able to immediately
get our military customers to the person most familiar with their move,?
Carter said. ?This has saved our operators countless hours and has
further improved service.?
Also contributing to customer service has been CIC?s callback feature.
?Callback has equipped our agents with the information they need to more
effectively serve customers as soon as the call is connected,? Carter
said. ?It lets customers keep their place in queue without sitting on
hold ? an option they?ve come to greatly appreciate.?
The move to voice over IP has also saved the company money by enabling
it to drop its primary rate interface lines, while CIC?s desktop
softphone resulted in additional savings by eliminating the need to
purchase pricey, button-laden phones, according to Carter.
Wheaton | Bekins worked extensively with Interactive Intelligence
reseller, Communications Products Inc. (CPI), to assist with CIC?s
evaluation and deployment.
?CPI was indispensable throughout the entire process ? from its
understanding of our objectives, to how we could best meet our goals
within an aggressive timeline,? Carter said. ?The company gave us a
clear plan, and the onsite training they did for our employees the week
before going live proved critical to a smooth transition.?
Wheaton | Bekins sums up its deployment experience like this: ?During
the evaluation process, Interactive Intelligence and CPI were by far the
most impressive vendors,? Carter said. ?Since then, we?ve not been
disappointed. CIC?s been so easy to use and it?s given us all the
functionality we needed and then some.?
About Wheaton Worldwide Moving | Bekins Van Lines
Wheaton Van Lines, Inc. is one of the world?s most highly regarded
providers of transportation services. Wheaton Van Lines now owns two
household goods relocation brands, Wheaton World Wide Moving and Bekins
Van Lines. With annual combined revenue in excess of $ 250 million, the
van line is now the fourth largest household goods carrier.
Headquartered in Indianapolis, the Wheaton and Bekins brands offer
private and corporate domestic and international household goods
relocation services as well as special commodities and logistic
services. To learn more, visit www.wheatonworldwide.com
or www.bekins.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider
of contact center automation, 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 4,500 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. It employs more than 1,000 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 info@inin.com; 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.
ININ-G
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