Hosted solution gives flexibility to business process outsourcing company

Voxpro, providers of multilingual contact centre services to more than 300 clients worldwide, covering more than 10 different languages, has invested in a comprehensive hosted solution from Interactive Intelligence – Communication as a Service (CaaS) to help meet the challenges presented by such a large-scale operation.

Flexibility is key: “Many clients require us to increase or reduce the number of staff working on their accounts at different times,” says Darren Leahy, Operations Manager at Voxpro.

“For instance, a client could call us today and say they need 20 more people tomorrow. Interactive Intelligence helps us to do that.”

Established in 1973, they have been using Interactive Intelligence solutions since 2005, when they had 50 agents. Early in 2012, Voxpro decided to update its Interactive Intelligence solution to cater for up to 360 agents and move to a hosted solution to provide more flexibility and adaptability.

CaaS enables them to subscribe to the service on a per user, per month basis. The solution takes advantage of the rich feature set of the all-in-one Customer Interaction Center (CIC) and in turn provides a true all-in-one solution. CaaS also enables the company to treat its three purpose-built facilities as one contact centre.

The power of CIC is central to Interactive Intelligence’s position as a leader in the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, a distinction recognised by Voxpro. “We like to partner with the best in class,” says Dan Kiely, CEO and founder of Voxpro.

Migrating to a hosted solution means that the company has the adaptability to move with the needs of its clients. “We can expand as needed and we don’t have to spend a lot of money if we want to open new locations,” says Ger O’Mahoney, Voxpro director.

“Interactive Intelligence enables us to meet the demands of our clients,” concludes Kiely.