Dickinson Financial Adds Intervoice IP Contact Center

Dickinson Financial, the Kansas City, Mo.-based holding company for Bank Midwest and five other banks, has selected the Intervoice IP Contact Center (IPCC) solution to extend current IVR transactions to live agents.

Dickinson's multiple-site customer-care contact center will benefit from IPCC's built-in computer telephony integration and Session Initiation Protocol-based architecture for informed contact routing decisions. The built-in CTI capability allows customer data collected during the self-service IVR session to be retained throughout the customer's entire interaction so customers do not have to repeat their information to a live agent. The customer data is presented to Dickinson's agents via screen pops, allowing the agents to more quickly and efficiently service their clients. Because the IPCC solution is switch-independent, Dickinson will be able leverage the open, flexible architecture without the need to upgrade its current phone system.

"Intervoice has proven over the years that they know the financial services industry. We were happy to learn that Intervoice now offers an IP-based contact center to improve our operational efficiencies" said Marvin Schutte, executive vice president and data processing center manager at Dickinson. "We are looking forward to having a seamless connection between our self-service and live agent functionality."

In addition to getting screen pop, Dickinson's contact center agents will also be able to handle multiple media channels in addition to voice, such as email, Web collaboration, fax call back requests, and voicemail messages.

Version 4.0 of IPCC was announced on March 18. The solution is part of Intervoice Contact Portal, a standards-based, software-only solution for multichannel contact centers. Contact Portal includes Intervoice IPCC, Intervoice Voice Portal, and Intervoice Advanced Notification Gateway for proactive notifications.