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

TCG Partners with Broadview to Offer OfficeSuite Cloud Portfolio

Broadview Networks has just announced that it has forged a new partnership with Telecom Consulting Group (TCG). TCG is one of the premier telecommunications master agencies in the country and is poised to offer Broadview's OfficeSuite portfolio of cloud based products and services to both partners and clients across the country. Broadview has long been working to perfect its cloud-based services through OfficeSuite and now the company is able to offer clients what has been billed as something th… [ Read More ]
02/24/2015

MegaPath Strikes Deal with GTT

MegaPath is one of the world's leading providers of voice, data, security and cloud solutions announced last week that it had made yet another move that will allow the firm to focus on the cloud. The firm announced it has sold off another portion of the company to GTT Communications. This is the second move in the last few months where the firm has sold off a portion of the firm in order to better focus on what it does best. This particular deal is set to be officially closed on April 1. [ Read More ]
02/23/2015

ITV Viewer Services Wins UBM Customer Service Award after Switch to Vocalcom Solution

Vocalcom cloud-based customer experience solution helps ITV Viewer Services win prestigious award. [ Read More ]
02/23/2015

Cloudfind Introduces Box Integration to Improve Collaboration

The traditional or legacy model that has been applied to run organizations is no longer a viable one in today's digital environment. While it can continue to function, it cannot compete with a flexible and scalable model that can use its workforce anytime and anywhere without limitations. Mobile technology and cloud-based services have made it possible for employees to access the resources they need and collaborate to get the job done anytime and anywhere. One of the technologies making this pos… [ Read More ]
02/20/2015

Events

Weekly Live Demo
CaaS Small Center

Register Today!


Weekly Live Demo
Contact Center Solutions

Register Today!