Contact centre technology aids debt management

Interactive Intelligence have been working with CapQuest to connect all their global call centres to create a true unified centre for the business, dealing with an average of 250,000 call attempts each day.

CapQuest uses Interactive Intelligence’s Customer Interaction Centre (CIC) for a range of purposes, including contact centre activities and business relations, as well as communications between staff based across the four locations. The CIC solution is a unified communications all-in-one solution, it is a single application suite, supported on a single multichannel platform architected for SIP and voice over IP (VoIP).

“The system has proved to be extremely reliable,” says Antoine Ducarme, CapQuest’s telecom services manager. “In an environment such as ours, CapQuest CIC has consistently been able to handle anything that is thrown at it. It is a critical part of our contact centre operation and our business relies on it.”

CIC enables all four of their contact centres to act as one unified centre, through the VoIP capability. The module that was developed specifically for the company allows the company to record interactions, and the company has also developed its own IVR solution which allows clients to call and make a payment without having to speak to an agent. CapQuest chose to upgrade the system in February 2010, and is currently in the process of deploying a number of service updates.

Antoine continues: “Having a unified system brings many benefits for us. It means we only need to talk to one supplier, whether it is to do with the dialler, the reporting or utilities. Our most recent upgrade was very easy thanks to the knowledge and expertise of the Interactive Intelligence team – both on the technical and management side.”

The company now has the ability to link call activity with CRM, enabling the data to be interpreted much more easily. They use a customised CIC recording functionality to simplify its quality evaluation processes, interpreting the reports to facilitate the measurement of both team and individual results.