Interactive Intelligence's Customer Interaction Center to Power Northwest MLS Communications

Northwest Master Listing Service and Interactive Intelligence released a joint press release announcing that Northwest MLS had chosen Customer Interaction Center, Interactive’s IP communications software suite, as its communications solution.

KRP Communications, an Interactive Intelligence reseller, will provide CIC deployment services and maintenance for Northwest MLS.

With CIC, Northwest MLS plans to improve the efficiency of its widely distributed workforce. When one branch has heavy call volume, CIC will re-route calls to another branch so that clients can receive faster service. "Similarly, when a particular area is affected by weather-related interruptions, calls can be routed to a different location or to employees working from home," said Tom Hurdelbrink, president and CEO of Northwest MLS.

Variety of channels including phone

CIC provides total contact management over a variety of channels including phone, fax, e-mail, Web, SMS and social media. The tool as well provides skills-based routing, priority and e-mail routing should the contingency arise to IVR and CRM interaction.

CIC is as well designed to make the migration to VoIP (Voice over Internet Protocol) using SIP innovation easy on IT staff. Using off-the-shelf servers, IT administrators can deploy all-software IP versions of CIC, eliminating multi-point legacy systems, reducing energy usage and cutting operations costs.

With CIC, businesses can centralize communications administration in a single interface. Businesses can as well increase security thanks to advanced voice encryption and fewer access points for system break-ins.

Platinum sponsor of ITEXPO West 2012

Interactive Intelligence is a Platinum sponsor of ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO is the world’s premier IP communications event. For more information on IEXPO West 2012 click here.

Northwest Master Listing Service and Interactive Intelligence released a joint press release announcing that Northwest MLS had chosen Customer Interaction Center, Interactive's IP communications software suite, as its communications solution. [ Read More ] 06/25/2012