Interactive Intelligence EIC product

[snowiboy]

Has anyone on this board implemented the EIC interaction center?

If yes, how did you approach ROI for the project?

Thanks!

[snowiboy]

OK,

If none of you have implemented the EIC product, how about any PC Based system. (VS proprietary/Legacy PBX i.e. Siemens/Rolm)

Thanks!

[Ross B Talbot]

Yes, we went live last November on CIC. Tough to pinpoint your ROI without knowing what your problems are but we saved a couple of bodies a day. Our big pain point was needing agents to sort through tickets submitted via the web, now CIC delivers these and frees up these folks. Nice product.

[snowiboy]

Thanks for the feedback Ross.

I don't have web-based enquiries to worry about (yet) but am mainly focused on skills-based routing, screen pops, multi-tasking (fax/calls/email) all to agent desktop and routable through ACD.

Do you have any experience in those areas?

Also, are you running dual servers (backup) or single?

What has been your experience with downtime from system glitches, re-boots, etc.....

Thanks again!

Tom

[Ross B Talbot]

Yes, we use skills based routing for phone calls and for Remedy tickets submitted to us via our intranet.

We pop the Remedy screen to agents for phone calls and the web tickets.

Phone calls & tickets go through the Interactive Intelligence ACD and routing rules are applied to the transactions. So depending on the priority and time in queue agents may get a call or a web ticket.

We have no redundant server. Down time has been pretty non existant, much to the surprise of our Telecom folks. We handle roughly 45,000 incoming problems per month and make roughly 2500 outbound calls daily so the box is pretty reliable.

We worked with a VAR, Adapt-Telephony Services let me know if you would like the number.
http://www.adapt-tele.com/home.html

- Ross

[brettz]

Tom,

Ross T. told me you may want to discuss your solution about ACD and skills based routing in greater depth. I am with Adapt, and was the sales engineer who help with implementing and selling the Interactive solution that Ross needed, now use. Let me know if you are interested. brettz@adapt-tele.com Take care.

Sincerely,

Brett

[brettz]

Tom,

Just wondering if your still interested in discussing this further. Sorry for the delay, I was on vacation until April. Let me know if you would like to proceed further.

Brett