LONDON, England, Mar. 11, 04– Retail credit company, Cetelem (UK) Ltd, has successfully integrated an IP-based business telephony system with support from Interactive Intelligence Inc. (Nasdaq:ININ) master distributor, IDL (Interactive Distribution Ltd.). Based around Interactive Intelligence software, Customer Interaction Center® (CIC), the new system successfully withstood the demands of the retail sector’s peak trading over Christmas and the New Year, including Boxing Day (December 26) - the busiest day of the year for retail transactions.
CIC provides interaction management for contact centers and other customer-driven organizations. It can work over multiple sites and offers unified messaging; multimedia and skills-based routing; interactive voice response; e-mail response management; web chat and callback; screen pop; centralized administration; and supervisory tools.
Cetelem (UK) Ltd, a subsidiary of Europe’s leading provider of retail credit, installed CIC in November, just ahead of its busiest retailing period, Christmas and the New Year. The system exceeded all expectations, processing well over 60,000 calls in December alone.
CIC replaced what was originally a state of the art voice over IP system from 3Com using NBX with Apropos CRM. When the two systems stopped running well together, Cetelem had three choices: to keep either the 3Com system or the Apropos system and change their partner, or start with a blank sheet. 3Com introduced Interactive Intelligence, and Apropos suggested partnering with Mitel. After careful consideration, the 3Com/Interactive Intelligence combination was selected, to be implemented by IDL.
The fully resilient system serves 200 inbound and outbound call centre agents based in separate locations in Wallington and Coventry. Information from France, where the company’s corporate head office is based, is accessible from both sites, and the system is fully integrated with back office functions such as credit checks, and with Aspect Workflow software, which helps management predict the number of agents required to support operations.
“Although we are using advanced technology, and perhaps take for granted the system’s sophistication, our over-riding concern was reliability,“ said John Morris, head of IT for Cetelem UK. “The software needed to stand up to heavy usage, supply dependable information in ‘real time’ and not disrupt our operations. It has been extremely well received. Our agents have settled into using it well, our supervisors are delighted with additional functions, and we had no need to fall back on our old system, which we had kept live as backup over our busiest trading period.“
As CIC has wide inbuilt functionality as standard, Morris also feels that the company has ‘future-proofed’ its system. “At our next stage, we expect to start seeing the really big productivity gains,” he said.
Cetelem plans to expand the IVR usage to help with customer service functions such as balance enquiries, and will introduce dialler functions to improve call centre agent productivity. The system has been successfully tested by a partner with a quarter of a million users, and its underlying architecture means that Cetelem is not tied to a single supplier for future developments.
Notes to editors:
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About Cetelem (UK) Ltd
Cetelem have been the European leader in Retail Finance for 50 years, operating in 19 countries. In the UK, Cetelem has been operating since 1999 and has over 250 people in two locations
IDL is part of the UK-based Mettoni Ltd. group of companies. The company is a Master Distributor for Interactive Intelligence in the UK and Ireland, being one of the early adopters of the Interactive Intelligence product portfolio (1998). The IDL team comprises voice application design, integration, implementation and support teams, and boasts almost 20 years of experience in the voice applications field. (www.idl-mettoni.com).
About Interactive Intelligence Inc.
Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of Microsoft-based business communications solutions. It develops software for IP telephony, contact centre automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent awards include Software Magazine’s 2003 Top 500 Global Software and Services Companies, and ContactCenterWorld.com's 2004 Members' Choice. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 12 offices throughout North America, Europe and Asia. The EMEA corporate office is located in Uxbridge, England, and serves more than 80 thousand end-users, including companies such as Skandia, Halifax and Telefonica. Its telephone number is +44 20 8867 3670; on the Web: http://www.ININ.com.
Marketing Director, EMEA
Interactive Intelligence Inc.
+44 (0) 20 8867 3675
T: +44 (0) 118 944 0394
M: +44 (0) 7771 817015
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