Flexible architecture and quick implementation for UK contact centre
Business-to-business sales leads and business data provider infoUK has selected an all-in-one IP communications suite from Interactive Intelligence to enable scalable web-based services and flexible architecture across two sites.
InfoUK has sites in London and Manchester and will be using Customer Interaction Center (CIC) to enable the offices to work as one virtual contact centre.
It is hoped this will enable infoUK to improve its workforce performance and customer service levels. CIC’s software-based interface enables companies to connect multi-site operations via a single platform.
Richard Lloyd, general manager at infoUK, said: “We are creating one of the most in-depth and accurate databases of business information available. In order to do this, our team of over 70 researchers are in the process of contacting over three million UK businesses to gather and verify data that we hold. The key to selecting a contact centre solution for us was to ensure that the solution offered flexibility, was quick to implement and would enable us to run our two locations as one seamless virtual contact centre.”
Following a two month implementation period, the company is already experiencing benefits. “We set out aggressive targets in our business plan in terms of delivery of productivity from our researchers and we are hitting these numbers already,” said Lloyd.
The company hopes to extend the use of CIC to include its sales team soon.
CIC is offered as either a premise-based or hosted service. It integrates a number of applications on a single platform, including SIP-based switching, multi-channel routing and queuing, outbound dialling, presence management, multi-channel quality monitoring, workforce management, interactive voice response, unified messaging, web self-service, e-mail response and knowledge management and business process automation.