Interactive Intelligence‘s all-in-one IP communications software suite, Customer Interaction Centre (CIC), has been selected by CTS LanguageLink, a provider of language interpretation and translation services, for use throughout its organisation.
CTS LanguageLink plans to use CIC for automatic call distribution, interactive voice response, supervisory monitoring, presence management, unified messaging, and other services. CTS LanguageLink also purchased add-on applications for multichannel recording and scoring, and speech recognition.
CTS LanguageLink is replacing an Inter-Tel phone system with CIC to take advantage of the system’s open, software-based, all-in-one architecture.
Interactive Intelligence said that when the deployment is complete, CIC will support the entire CTS LanguageLink workforce located at its company headquarters in Vancouver, Washington, and at remote locations throughout the US and Central and South America.
CTS LanguageLink information technology director Dan Nelson said CIC will give them a competitive advantage by enabling them to modify the system on a moment’s notice.
"I estimate savings of about 30% in long-distance charges as a result of moving to a standards-based IP architecture," Nelson said.
"We anticipate CIC will help us improve customer service through improvements such as more quickly and effectively routing and responding to callers. CIC’s modular architecture will enable us to add users as we grow without undergoing major hardware upgrades."