Speech Technology Magazine

 

Infocision Wins Interactive Intelligence Innovator Award

Interactive Intelligence honored InfoCision Management on May 6 with its Innovator Award, which is given each year to the customer with the most unique application of its interaction management software.
Posted May 1, 2002
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Interactive Intelligence  honored InfoCision Management with its Innovator Award, which is given each year to the customer with the most unique application of its interaction management software.

InfoCision was selected for the award among more than 900 Interactive Intelligence customers worldwide. InfoCision uses Interactive Intelligence's Customer Interaction Center (CIC) and Interaction Dialer products for interactive voice response, automatic call distribution, screen-pop, reporting, fax services, predictive dialing, taped messaging and call blending. CIC and Interaction Dialer support 680 InfoCision agents who process approximately 118,000 inbound and outbound calls daily across nine of its 21 customer contact sites.

Interaction Dialer is used for dedicated outbound calling as well as automated blending in periods of low inbound volume for maximum efficiency. Since using Interaction Dialer, InfoCision has cut wait time between calls nearly in half and reduced callback rates from 19.3 percent to 10 percent.

"Based on InfoCision's extensive use of CIC and Interaction Dialer, the company has proven instrumental in providing specifications for upgraded versions of Interactive Intelligence's products," said Dr. Donald E. Brown, president and CEO for Interactive Intelligence. "InfoCision's extensive customization work and completely original application of our software has generated some wonderful ideas for future product releases. It's exciting to see a large organization like InfoCision really put our products to the test."

"Interactive Intelligence is exactly what we've been looking for in a vendor," said Mike VanScyoc, senior vice president of information technology for InfoCision. "They really took the time to understand our functionality requirements and built products for us that met our specifications. We are now able to deploy Interactive Intelligence products in as quickly as three to four weeks, which enables us to serve our customers better and stay ahead of the competition."

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