Interactive Intelligence's CIC communications software suite deployed at WRB Communications

Aug 26 2009

WRB Communications, a medical information call center services company, has deployed the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center^® (CIC).

As a result of its CIC deployment in April of this year, WRB has increased agent productivity and improved customer service, according to the company’s director of technical services, Steve Hairston.

“Our previous call center system had outdated functionality and we knew we needed to transition to VoIP to cost-effectively grow our company,” Hairston said. “When looking at other systems it became clear that Interactive Intelligence offered the best architecture for ease-of-management, while giving us the functionality and flexibility we needed to support both in-office and at-home agents.”

Today, WRB Communications uses CIC’s skills-based routing to ensure callers are matched with the most qualified agents for their particular needs.

“Based on the various skills of our agents, CIC has enabled us to match them to callers for improved customer service,” Hairston said. “This has also increased agent productivity since callers are more quickly connected, regardless of where our agents are located.”

WRB also uses CIC’s add-on application, Interaction Recorder^®, to monitor and report on calls for quality assurance and training purposes.

“Interaction Recorder^® has enabled us to easily measure the effectiveness of our agents,” Hairston said. “Since deploying it, we’ve been able to increase agent effectiveness while decreasing agent talk-time.”

In addition, the transition to CIC was one of the easiest WRB has ever experienced, according to the company’s vice president of operations, Mark Hewitt.

“The accessibility and expertise of Interactive Intelligence resulted in an incredibly smooth deployment without any disruption to business,” Hewitt said. “By getting CIC up and running quickly, we’ve been able to realize a faster return on investment.”

WRB also plans to use CIC’s multichannel routing feature to further increase efficiencies.