Large Global Retailer Selects Interactive Intelligence Customer Engagement Software Suite

PRESS RELEASE: A large global retail company has selected Interactive Intelligence Group Inc.’s omnichannel customer engagement software suite, Customer 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 departments.

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.

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