Online retailer reports increased customer satisfaction, optimized staffing, and improved training as a result of company-wide software deployment
INDIANAPOLIS and OSHKOSH, Wis. – May 6, 2009 – 4imprint, Inc., a retailer of promotional products, has deployed the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC).
Since its company-wide deployment in March, CIC has enabled 4imprint to better balance employee work load while improving customer service, according to 4imprint’s director of facilities and telecom, Vicky Schroeder.
“We had been using multiple telephony systems, which made it difficult to run reports across departments and get an accurate view of the customer,” Schroeder said. “CIC’s centralized reporting has enabled us to generate accurate call statistics based on individuals, work groups, or company-wide. As a result, we’ve been able increase efficiency and make sure our customers can quickly get connected to the right person.”
4imprint is also leveraging CIC’s screen-pop to improve its customer service. “Being able to ‘pop’ customer information on employee computer screens as calls come in has helped us serve them faster and more effectively.”
4imprint selected CIC over several other products based on its rich feature-set and value. “We chose CIC because it was a true ‘all-in-one’ multichannel system that provided a single point of administration, customization and reporting,” Schroeder said. “We’ve been able to replace all six of our existing telephony products with one system, while actually adding functionality.”
In addition to CIC’s screen-pop and reporting features, 4imprint uses it for IP-based switching, automatic call distribution, desktop soft phone, presence management, conferencing, faxing and unified messaging.
CIC supports 4imprint’s 415 employees located at its headquarters in Oshkosh and at a nearby distribution center. These employees include about 175 sales and customer service staff.
4imprint has plans to expand its CIC deployment to take further advantage of all its features. “We plan to use CIC to route incoming Web chats and e-mail in the near-future,” Schroeder said. “As a company that conducts much of its business online, this type of multichannel functionality will further differentiate our services, while giving customers even greater value.”
About 4imprint
4imprint, Inc. is part of 4imprint Group plc, a publicly traded company on the London Stock Exchange serving more than 100,000 businesses with its innovative promotional merchandise throughout the United States and Canada. For more information, visit www.4imprint.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 Software Magazine’s top 500 global software and services suppliers, is ranked among NetworkWorld’s top 200 North American networking vendors, is a BusinessWeek “hot growth 50” company, and is among FORTUNE Small Business magazine’s top 100 fastest growing companies. The company is also positioned in the leaders quadrant of the Gartner 2008 Contact Center Infrastructure, Worldwide Magic Quadrant report. Interactive Intelligence 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 info@inin.com; on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company`s SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Contacts:
Vicky Schroeder
Director of Telecommunications
4imprint, Inc.
+1 920.203.7920
vschroeder@4imprint.com
Christine Holley
Director of Market Communications
Interactive Intelligence Inc.
+1 317.715.8220
Christine.holley@inin.com
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