Source: Interactive Intelligence
Published 15 December 2011
Transportation company improves customer service using all-in-one IP communications software suite
INDIANAPOLIS & SANTA ANA, Calif.--(BUSINESS WIRE)-- American Logistics Company (ALC) has deployed Interactive Intelligence Group Inc.'s (Nasdaq: ININ) unified IP business communications solution, CustomerInteraction Center™ (CIC).
ALC, a national passenger transportation management company, has reported improved customer service as a result of deploying CIC's contact center automation and unified communications functionality organization-wide.
"CIC has enabled us to match calls with the best agent based on skill-set, then automatically route them even when agents are working remotely," said chief technical officer for American Logistics Company, Hants White. "CIC has also provided us with multichannel routing capability so our agents can more quickly respond to customers whether they contact us by phone, fax, or email."
In addition to skills-based and multichannel routing, CIC has given ALC functionality for interactive voice response, call recording, supervisory monitoring, and reporting.
ALC replaced its TeleVantage product with CIC after the legacy phone system had reached capacity and was at its end of life.
"As a company that specializes in dispatching transportation vehicles nationwide, we needed a communications system that was nimble, reliable, and insightful," White said. "CIC's open, single-platform software architecture with built-in redundancy fit the bill. It gave us the ability to quickly add new users, while enabling us to analyze interaction data to make better business decisions."
ALC purchased CIC through Interactive Intelligence reseller, Advanced Call Processing. ACP provided deployment services and is also responsible for ongoing CIC support.
"ACP proved knowledgeable about CIC and was instrumental in getting it deployed under a very tight timeline," White said. "Without ACP's understanding of CIC and our objectives, we would not have realized the full value of this deployment."
Today CIC supports ALC employees at the company's Santa Ana, California headquarters, and at its dispatch center in St. George, Utah. CIC also supports ALC at-home workers throughout the U.S.
ALC continues to test the flexibility of CIC with features such as automatic outbound IVR for appointment confirmations, and other planned enhancements.
"We're looking at CIC's speech recognition and text-to-speech capabilities to further improve customer service," White said. "The best part is that CIC's unique architecture will let us add applications as we need them without big hardware upgrades. That kind of flexible, cost-effective growth means we can adapt our communications technology to meet customer needs instead of the other way around."
About American Logistics Company
American Logistics Company (ALC) is a national passenger transportation management company serving transit agencies, school districts and the healthcare industry. ALC leverages proprietary transportation management and trip optimization technology to manage dedicated and non-dedicated vehicles across the United States, providing high quality, innovative transportation services that raise the bar for efficiency, cost-effectiveness, driver safety and accountability. ALC's innovative transportation solutions also contribute to an overall reduction in the carbon footprint of any transportation program, due to a reduction in the size and number of vehicles required. For more information, visit www.AmericanLogistics.com.
About Interactive Intelligence
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings.
Interactive Intelligence is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
American Logistics Company (ALC)
Gregg Prettyman, +1-866-999-3371 , ext. 261
Christine Holley, +1-317-715-8220
Senior Director of Market Communications
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Source: Interactive Intelligence
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