Interactive Intelligence Cloud-based Contact Center Solution Helps Donnelly Communications Improve Customer Service

31 Jan, 2012

Contact center outsourcer improves customer service through use of cloud-based multichannel routing, supervisory monitoring, and reporting

Donnelly Communications has reported improved customer service as a result of deploying the cloud-based contact center solution from Interactive Intelligence Group Inc. (Nasdaq: ININ). 

Donnelly, a provider of outsourced contact center services, has benefitted from new multichannel routing, supervisory monitoring, and reporting features that are part of the Interactive Intelligence cloud-based communications-as-a-service solution, CaaS Contact Center. 

“The Interactive Intelligence CaaS Contact Center gives us real-time call metrics and tools so we can more easily make on-the-fly adjustments to improve customer service,” said Donnelly Communications president, Dennis E. McMaster. “CaaS Contact Center also enables us to route and queue email and Web chat interactions based on agent skill-sets, which has further improved our service levels and the efficiency of our workforce.” 

Donnelly has also benefitted from new supervisory features. “With CaaS Contact Center we can now record all interactions, and our supervisors can monitor and listen to live calls for real-time coaching,” McMaster said. 

Donnelly replaced an on-premise Avaya system with the Interactive Intelligence CaaS Contact Center based on its breadth of features, minimal up-front capital investment, and ability to support long-term growth. 

“We chose CaaS Contact Center because Interactive Intelligence offered the latest technologies delivered via the cloud and hosted in hardened data centers,” said Donnelly Communications CEO and founder, Martin D. Tighe. “This model makes us virtually independent of our office building in instances of severe weather or disasters that would restrict access to our contact center. It also provides options for remote workers, while eliminating premise-based servers so we can expand faster and easier.” 

Donnelly selected a unique deployment model offered exclusively by Interactive Intelligence. “We chose the Interactive cloud-based local control VoIP model because it lets us keep our voice traffic and call recordings on our network for added control and security,” Tighe said. 

Donnelly also selected Interactive Intelligence because of its long-term viability. “Interactive has been around since 1994, offers a rich customer referral base, and has been ranked highly by leading industry analysts such as Gartner and Frost & Sullivan,” McMaster said. 

According to McMaster, Interactive Intelligence also offered the benefits of personalized service. “Interactive came on-site for our kick-off meeting and proved instrumental in helping us draft our training and deployment plans,” he said. “They also helped us through some complex call mapping and call flow solutions for several clients, which resulted in successful deployments.”