CaaS Featured Article

CaaS Contact Center Keeps Naviss Direct in the Game

September 05, 2012

Naviss Direct is a company offering vehicle protection plans, and until recently was in need of a contact center solution to keep up with its growth. I say “until recently” because that’s no longer a problem, thanks to Interactive Intelligence’s (News - Alert) CaaS Contact Center.

The CaaS Contact Center is a Communications-as-a-Service solution, providing real-time supervisory and recording capabilities. With it, Naviss Direct can now track agent performance, manage call recordings, and gauge performances for all sorts of tasks. It also helps with the company’s outbound campaigns, calling prospects based on the information it gathered from incoming calls – garnering many new contracts for the company.

While the previous contact center solution that Naviss Direct used failed to provide the customer support it needed, Interactive Intelligence helped deploy CaaS Contact Center, and within the day it was connected and dialing numbers. It currently supports 100 agents and 27 business users from Naviss Direct’s St. Louis headquarters, providing automatic call distribution, interactive voice response, supervisory monitoring, unified messaging, reporting, voicemail and more.

“I’ve been in the automotive industry for 25 years working with companies like General Motors (News - Alert), Ford and Chrysler,” said Art Pender, COO at Naviss Direct. “By far, Interactive Intelligence has the best training and implementation services I’ve seen. We know we’ll get the support we need on time and in a professional manner, every time.”

Interactive Intelligence has proven its mettle here, with its CaaS Contact Center outperforming the other cloud-based solution Naviss Direct used before.

Naviss Direct is clearly benefitting from the CaaS Contact Center, and any expenses from replacing the old system are more than compensated for by the new customers it gained as a result.

This is one example Interactive Intelligence can file under “success stories.”


Interactive Intelligence is a Platinum sponsor of
ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premier IP communications event. Brandon Rowe, Solutions Marketing Manager, will be a keynote speaker at the event. For more information on IEXPO West 2012 click here.




Edited by Braden Becker

Article comments powered by Disqus

Related CaaS Articles

Verizon Partners with Marriott for New Communications Package

One of the places the business officials look to most when they consider off-site communication is the hotel. Lodging across the globe is not just a place to rest one's head, hotel locations are equally places of work. Now, employees and temporary residents of Marriott locations the world over will have a set of advanced communications capabilities on their hands. [ Read More ]
12/17/2014

mxHero Adds Support for Citrix ShareFile

mxHero, a leading email services provider, recently announced that it has added support for Citrix ShareFile to its Mail2Cloud suite of email products. ShareFile is a secure, cloud-based file sharing and storage solution aimed particularly at businesses that can use the platform to send, receive, sync and store files with anyone using any device. [ Read More ]
12/16/2014

UCaaS Gives Voice Services Fresh Life

As we draw toward the end of a very busy 2014 on the tech industry front, several key phrases dominated the conversation: cloud, Big Data, virtualization; and wearables, over-the-top and Internet of Things. But fittingly, voice still offers a massive opportunity for channel partners and service providers, even amid all of the whiz-bang hype around data centers and gadgets. And that's thanks to a big uptick in unified communications-as-a-service (UCaaS), which starts with voice-but offers so, so … [ Read More ]
12/16/2014

Wheelings and Dealings: BCS Global to Acquire Video Guidance

London-based BCS Global Networks has acquired video conference specialist Video Guidance. Video Guidance will become a wholly owned subsidiary of BCS Global, but retain the Video Guidance name and brand in the U.S. [ Read More ]
12/15/2014

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!