Next enhances multi-channel customer service

Next has chosen an Interactive Intelligence solution to help it deal with multimedia customer enquiries. 

The clothing and homeware retailer has refitted its three contact centres with the solution. The 700-agent solution allows the high-street brand to queue, record and quality manage customer interactions, regardless of whether these come in via voice, email, chat or SMS.

These enquiries are then directed to the most appropriate agent, depending on their skills base and the potential complexity of the query.

The on-premise platform in use in the contact centres comprises elements of the Customer Interaction Center (CIC) 4.0 suite, including Interaction Recorder and Interaction Analyzer.

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, while Interaction Analyzer scores conversations based on keywords, offering a supervisor a way to monitor call performance.

“Consumers want to communicate in ways that are the most convenient for them, whether that is on the phone, via email or even in a web chat,” said Dave Paulding, Regional Sales Director UK, Middle East, Interactive Intelligence. “Businesses that want to improve customer satisfaction and retention recognise they must cater for this need and are turning to Interactive Intelligence Customer Interaction Centre.”