Ruby Receptionists Selects All-in-One IP Communications Software Suite from Interactive Intelligence
Ruby Receptionists, a provider of remote receptionist services, has selected the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center (CIC), for use throughout its organization.
Ruby Receptionists is replacing a Nortel PBX and a TeleVantage voicemail system with the Interactive Intelligence software to offer clients additional features and more customization options.
“We were close to reaching capacity on our Nortel system, so the time was right to start evaluating other communications solutions,” said Ruby Receptionists president and CEO Jill Nelson. “With our communications system such a central part of our business, we knew this was a key opportunity to add sophisticated new features while gaining the ability to better tailor services to meet our unique client requirements.”
After evaluating solutions from the incumbent vendors, as well as from Avaya and ShoreTel, Ruby Receptionists selected CIC as its communications solution of choice.
“With a multitude of inherent applications running on a single platform, along with an open, software-based architecture, CIC gave us everything we needed with virtually unlimited customization options,” Nelson said.
KRP Communications USA, an Interactive Intelligence Elite Partner, made the CIC sale and will help Ruby Receptionists with customization. Planned customizations include skills-based routing; client-specific call-handling rules, such as the type of on-hold music played, forwarding options, and hours of operation; and screen pops that indicate how receptionists should answer each client’s calls.
“Among our planned CIC customizations is an automated alert feature, which will notify our back-up and management teams when call volumes spike so we can further improve service,” Nelson said. “And by using CIC to consolidate our systems, we’ll also be able to get clients set up faster.”
Ruby Receptionists emphasizes KRP’s ability to customize CIC as critical to its success. “KRP has more than 12 years of CIC deployment experience,” Nelson said. “This expertise is already proving instrumental as we find ways to maximize the system so our receptionists are empowered with everything they need to provide the most personalized and effective service possible.”
Ruby Receptionists plans to deploy CIC to support its receptionists who take calls for more than 1,000 clients each day. “We’ve always provided our clients with bright, articulate, friendly receptionists,” Nelson said. “Now we can give these talented individuals the most innovative technology so they can provide even better service and we can continue to meet the demands of our growing client base."