American Logistics Company Deploys Interactive Intelligence Unified IP Business Communications Solution
Business Wire, Inc. |
Transportation company improves customer service using all-in-one IP communications software suite
ALC, a national passenger transportation management company, has reported improved customer service as a result of deploying CIC’s contact center automation and unified communications functionality organization-wide.
“CIC has enabled us to match calls with the best agent based on skill-set, then automatically route them even when agents are working remotely,” said chief technical officer for
In addition to skills-based and multichannel routing, CIC has given ALC functionality for interactive voice response, call recording, supervisory monitoring, and reporting.
ALC replaced its TeleVantage product with CIC after the legacy phone system had reached capacity and was at its end of life.
“As a company that specializes in dispatching transportation vehicles nationwide, we needed a communications system that was nimble, reliable, and insightful,” White said. “CIC’s open, single-platform software architecture with built-in redundancy fit the bill. It gave us the ability to quickly add new users, while enabling us to analyze interaction data to make better business decisions.”
ALC purchased CIC through
“ACP proved knowledgeable about CIC and was instrumental in getting it deployed under a very tight timeline,” White said. “Without ACP’s understanding of CIC and our objectives, we would not have realized the full value of this deployment.”
Today CIC supports ALC employees at the company’s
ALC continues to test the flexibility of CIC with features such as automatic outbound IVR for appointment confirmations, and other planned enhancements.
“We’re looking at CIC’s speech recognition and text-to-speech capabilities to further improve customer service,” White said. “The best part is that CIC’s unique architecture will let us add applications as we need them without big hardware upgrades. That kind of flexible, cost-effective growth means we can adapt our communications technology to meet customer needs instead of the other way around.”
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Copyright: | Copyright Business Wire 2011 |
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