Outsourced contact center services provider have a need for flexibility with their contact center solutions that exceeds that of most contact centers. Why? Because outsourced service providers have multiple clients, all of whom want their customers supported in a slightly different way. As a result, flexibility is a must with any solution these companies implement. It's not hard to see why delivery of contact center solutions from the cloud has brought so many benefits to outsourcers.

One such call center outsourcing company, Donnelly Communications, recently deployed Interactive Intelligence's (News - Alert) cloud-based contact center solution, and the outsourcer is already reporting improvements in its customer support. The benefits, say the companies, are multiple, and derive from Donnelly's new multichannel routing, supervisory monitoring, and reporting capabilities that it has discovered with the Interactive Intelligence's CaaS (communications-as-a-service) Contact Center.

In addition, Donnelly says the real-time metrics the solution offers have helped it make on-the-fly adjustments to call center processes, allowing them to fine-tune the service they are providing their clients' customers. New supervisory features allow the company to record all interactions, and supervisors are able to monitor and listen to live calls for real-time coaching.

According to Dennis E. McMaster, Donnelly Communications' president, “CaaS Contact Center also enables us to route and queue e-mail and Web chat interactions based on agent skill-sets, which has further improved our service levels and the efficiency of our workforce.”

Donnelly replaced a premise-based Avaya (News - Alert) system with the Interactive Intelligence CaaS Contact Center. The choice of the Interactive Intelligence solution was based on its breadth of features, minimal up-front capital investment, and ability to support long-term growth, said Donnelly in a press release.

“We chose CaaS Contact Center because Interactive Intelligence offered the latest technologies delivered via the cloud and hosted in hardened data centers,” said Donnelly Communications CEO and founder, Martin D. Tighe. “This model makes us virtually independent of our office building in instances of severe weather or disasters that would restrict access to our contact center. It also provides options for remote workers, while eliminating premise-based servers so we can expand faster and easier.”

Faced with the different deployment models Interactive Intelligence offers, Donnelly chose the cloud-based local control VoIP model because it allowed them to keep their voice traffic and call recordings on their own network. Today, Donnelly has in place flexible applications for workforce management, multichannel routing and queuing, Web chat, call recording, reporting, supervisory monitoring, and a statistics engine for wallboard display. The company has also integrated CaaS Contact Center with its billing and payroll systems.

Interactive Intelligence is a Platinum sponsor of ITEXPO East 2012. Happening now at the Miami Beach Convention Center in Miami, Fla., ITEXPO (News - Alert) is the world’s premier IP communications event. Visit Interactive Intelligence in booth #606. Tim Passios, Director, Solutions Marketing at Interactive Intelligence, is speaking during “It is time to UCaaS!”, “Size Doesn't Matter - leverage the Cloud to deliver enterprise-class technology within contact centers of all scopes and dimensions.” and “The Social Contact Center: Greater Customer Engagement.” For more information on ITEXPO registration, click here.

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