Building society invests in new technology

Skipton Building Society is equipping its largest UK contact centre entirely with solutions from Interactive Intelligence.

Skipton offers solutions for changing financial circumstances and needs its underlying technology to match its customer service aims. From December, over 1,200 users will use elements of Interactive Intelligence’s Customer Interaction Center (CIC) suite, including Interaction Recorder and Interaction Analyser.

CIC is the all-in-one contact centre solution, supported on a multichannel platform architected for SIP and voice over IP (VoIP). Interaction Recorder is a complete solution for recording and quality control, simplifying the evaluation processes with out-of-the-box reports to measure team and individual results. Interaction Analyser scores conversations based on keywords, offering a supervisor a quick and simple way to monitor call performance.

“After a lengthy tender process, we selected Interactive Intelligence because of the combination of a quality product and a good service proposition,” says Claire Davey, Head of Skipton Direct.  “The installation process has been professional and proficient. We currently handle over 2 million customer interactions every year, so we need technology that helps us drive customer satisfaction.”

“Skipton offers another example of a well-established organisation rightly placing their trust in Interactive Intelligence to create an effective customer contact system that delivers results,” says Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence. “Our high quality service and solutions meet and exceed any organisation’s communication needs, whether it is helping to generate cost savings, drive efficiencies, or increase revenues.”