Bristol-based outsourcer, Orchestra Group, has deployed contact centre automation software by Interactive Intelligence, called Customer Interaction Center (CIC).
The CIC investment enables Orchestra to offer a totally integrated on- and off-line customer service ‘in-house’ solution encompassing inbound, outbound, e-mail, Web chat and collaboration, speech recognition, messaging, and predictive dialling all working on the latest VoIP telephony platform.
“We added Interactive Intelligence to our initial supplier list with eight other suppliers that matched our specific immediate and long-term requirements,” said Leslie Etheridge, Special Projects Director at Orchestra. “We selected Interactive Intelligence because we believed they would provide excellent support, and would give us more opportunity than some larger vendors to shape product direction, thus helping us more quickly respond to business propositions from new and existing clients. The Interactive Intelligence CIC product matched our feature criteria, while its unique single-platform, standards-based software architecture offered increased flexibility and investment protection.”
Reporting was also high on the list of requirements for Orchestra, according to David Paulding, Regional Sales Manager for Interactive Intelligence UK. “The majority of their clients use Orchestra for its entire service offering – from print and mailing, to direct response processing and inbound/outbound call handling campaigns,” Paulding said. “Using CIC, Orchestra can now view all IVR, e-mail, phone and other interaction activity in one easy-to-understand report instead of several different ones.”
Orchestra’s call centre operation takes an average of between 4,000 and 5,000 calls per day. Agents are multi-skilled so when call fluctuations occur they are able to blend activity and reply to customer e-mail and fax enquiries.
Training agents to use CIC was simplified because it runs under the Windows operating system, with which most people are au fait.
“Feedback from our agents is that they love the system, and in the two months since installing CIC reports show that agent productivity is already on the increase,” Etheridge said.
Orchestra’s clients are also benefiting from CIC’s ease-of-customization, which the company can now perform in-house, thus cutting costs.
“With CIC, we are able to be more creative in providing enhanced, in-house services to clients while still containing costs,” Etheridge said. “This translates into superior service for our clients’ customers, which gives them a critical competitive advantage.”
Orchestra offers outsourced call centre services to blue-chip, utilities and government clients. It began its business 50 years ago specialising in security printing services. This service evolved through continuous print and laser facilities to direct mail fulfilment campaigns, security planning, debt management and response handling services, which encompasses their 100 seat contact centre.
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of business communications software for contact centre automation, enterprise IP telephony, unified communications, and self-service automation. The company was founded in 1994 and has more than 2,000 customers worldwide. Its European corporate office is located in Uxbridge, England, with sales offices in the Netherlands, Sweden, Germany and Poland.