INDIANAPOLIS and MAHWAH, N.J., May 20, 2008 – DialAmerica, one of the largest privately owned telemarketing companies in the U.S., has reported increased operational efficiencies and reduced costs as a result of deploying an all-in-one IP communications software suite from Interactive Intelligence (Nasdaq: ININ).
DialAmerica deployed the Customer Interaction Center® (CIC) software suite to replace its multi-point PBX, automatic call distributor and interactive voice response systems.
“Due to our growing customer base we needed to re-evaluate the capacity of our existing call center platform,” said “After a thorough analysis, we chose an all-in-one platform to improve efficiencies and continue to provide the highest return on investment for our customers.”
DialAmerica selected Interactive Intelligence based on CIC’s architecture and the vendor’s experience and responsiveness to better support the challenges presented by DialAmerica’s diverse and demanding client base.
“Interactive Intelligence’s superior product offering and scalable architecture provided us with an all-in-one-solution to meet our changing needs,” said DialAmerica’s senior vice president, Christopher Conway. “In addition, Interactive Intelligence offered us the ideal combination of a proven track record and a culture of accessibility that we were seeking.”
Today DialAmerica uses the all-software SIP-based CIC version to support approximately 600 contact center agents and 200 business users across four sites in Georgia, South Carolina, Pennsylvania and New Jersey.
The company uses CIC for IP switching, multi-channel routing and queuing, IVR, call recording, and unified messaging.
In addition to simplifying management by consolidating systems across sites, DialAmerica has also credited CIC with helping it to more quickly and cost-effectively scale up and down as business needs require.
“DialAmerica has built a business model based on distributed contact center sites that enables us to more effectively recruit the best quality agents,” Bardwell said. “Because of this model, we need to be able to quickly and cost-effectively activate new centers and redirect calls to outbound sites based on call volume. CIC has provided cost savings by using voice over IP technology and enabling us to purchase off-the-shelf servers. The centralization of administration and use of non-proprietary hardware have resulted in improved reliability and maximum flexibility so that we can effectively meet our customers’ needs.”
Another benefit of CIC has been the product’s customization capabilities, according to Bardwell.
“CIC has enabled us to develop our own agent interface along with a host of other custom applications so we can best satisfy our unique business requirements,” he said. “As a teleservices firm that supports an incredibly diverse and dynamic client base, this kind of business agility has been essential to our success.”
DialAmerica Inc., one the nation’s largest teleservices companies, is recognized for its expertise in providing comprehensive, cost-effective customer acquisition and care solutions for consumer and business-to-business marketers. Serving the marketing and fundraising communities for 50 years, DialAmerica has a diverse portfolio of clients in multiple industry sectors, including financial services, communications, healthcare, pharmaceutical, technology, travel and leisure, consumer products, energy and others.
The company has extensive experience in the publishing arena and in supporting clubs, continuity programs and cause-related marketing. DialAmerica’s vast expertise in designing customer acquisition and care programs and in hiring/training superior teleservices agents – coupled with its proprietary technology platform – enables the company to provide its clients with the highest standards of account service, information security and regulatory compliance, while delivering the lowest cost-per-transaction. For more information about DialAmerica call 800-913-3331, or visit http://www.dialamerica.com.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and enterprise messaging. The company was founded in 1994 and has more than 3,000 customers worldwide. Interactive Intelligence is among the top 500 global software and services suppliers, and is ranked among the top 200 North American networking vendors. The company employs approximately 600 people and is headquartered in Indianapolis, Indiana. It has six global corporate offices, with additional sales offices throughout North America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Net: