Jersey Telecom Group, a provider of telecommunications services, has announced that it has employed Interactive Intelligence’s (News - Alert) Customer Interaction Center (CIC) software, replacing its previous contact center equipment and telephone system with CIC, which is capable of connecting five of its offices across Jersey and Guernsey. The CIC solution can support close to 100 call center agents and 250 back office staff.

The JT Group is committed to providing subscribers in the Channel Islands with world-class responsive services. The company which provides broadband and mobile services in addition to fixed-line telephony, realized the growing need to both accept and initiate contact through avenues such as e-mail, the Internet, via SMS, and also by telephone.

The Interactive Intelligence CIC solution is designed with multimedia routing which is capable of supporting contact over different platforms, providing the JT Group with a competitive edge. Additionally, the CIC solution has been incorporated with Integration Optimizer which is a workforce management software module. The Integration Optimizer, which can be used across the business, is designed to enable real time forecasting and scheduling of staff.

In a release, Richard Beaugie, Head of Service Operations at JT Group, said, “We needed to replace our contact center system, and we took this as an opportunity to see how the latest in technology could help support our commitment to driving further increased business efficiency, as well as helping us fulfill our goal to provide the most responsive customer care in the Channel Islands. It was important that the solution we chose could grow with us and assist us in delivering our strategic goals as we move into other markets and provide our products and services beyond these shores.”

Jersey Telecom is hopeful of providing fiber connectivity for homes within the next five years through its “Gigabit Isles” project. Keeping in mind its future projects and to drive its expansion, the company wanted a solution which could support its mission on a global scale, allow it to operate on the same office system while following best business practice.

“We evaluated a number of potential suppliers, but Interactive Intelligence proposed the functionality we required, in an innovative software-based system which meant we could roll it out quickly and tailor the operations to our requirements,” Beaugie added.

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