World VoIP NewsFinancial advisor Loring Ward improves efficiency with VoIP platforms
Financial advisor Loring Ward improves efficiency with VoIP platforms
Financial services enterprise Loring Ward has announced expanded productivity, massively improved customer experience, and lessened operational expenditures as an outcome of deploying unified VoIP based software from Interactive Intelligence Group Inc.'s.
The Interactive Intelligence universal all-in-one VoIP suite, Customer Interaction Center (CIC), changed previous Avaya based system and is being implemented by all of Loring Ward's staff as a managed service. "As a tangible outcome of our CIC initiative, workers’ productivity has grown up by 30 percent," commented Loring Ward's VP of infrastructure, Randy Rudolph. "These benefits could be explained by interity of an CIC's find-me/follow-me utility, which makes employees to be accessible anywhere by means of a single phone number. Additional attractive feature to the roster, is CIC's presence management capabilities, which empowers employees to verify the status of colleagues. With our individuals being so geographically distributed, this prevents a lot of phone tags and voicemails, which has had a considerable negative impact on daily." CIC's experience-based routing procedures also make that Loring Ward customers are conjoined to the employee best qualified to address their needs, which has brought up improved services, according to company’s officials. Loring Ward is also implementing specific product entitled as CIC's Interaction Marque to distribute statistical contact center details for showing up on a screens, so supervisors can quite effectively handle inbound calls from financial peers and advisors. "Supervisors become capable to verify when advisors claim with data about themselves, available employees, and hear for coaching purposes," Rudolph continued. ", this assists us upkeep proper staffing levels and makes incremental improvements." Loring Ward has also acquired the Interactive Intelligence Interaction SIP Station application, which was created as a simple, cost-effective substitution to VoIP desk phones. "The Interaction SIP Station tools have prevented the massive costs related with previous Avaya IP desk phones, as well as expenses of all the imposed hardware upgrades," Rudolph explained. "Additionally, its Power-over-Ethernet functionality makes us to leverage our power infrastructure, minimizing requirements of redundant power at every desk whilst ensuring reliability." The Interactive Intelligence Managed Services deliver 24x7 support services, concentrating on proactive problem resolution and following all programming alterations and updates. "Interactive's Managed Services make us to prevent hiring certified experts on CIC," Rudolph said. "We just can to focus on what we can do best and leave to Interactive Intelligence to do what it does in a superb way." According to company’s officials, Interactive Intelligence has delivered to Loring Ward much more value for its funds. "We're acquiring so much more from CIC for in general the same cost as we had been paying before," Rudolph explained. "But money and operational features are just half of the issue. Customer interactions are at the very middle of our entrepreneurial activities, and Interactive Intelligence was the only partner that met our pricing policy, functionality, flexibility and user friendly attitude."
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