PRTODAY / NewswireToday Free press release distribution service network

Written by / Agency / Source: Procre8

Check Ads Availability|e-mail Article


Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!

MAWAQiF Uses Interactive Intelligence Contact Center Solution for Exceptional Customer Service - IMUM deploys Interactive Intelligence solution to manage fluctuating call volumes through dynamic resource allocation and reduce agent interactions with flexible Interactive Voice Response (IVR) [Nasdaq: ININ] - ININ.com
MAWAQiF Uses Interactive Intelligence Contact Center Solution for Exceptional Customer Service

 

NewswireToday - /newswire/ - Dubai, UAE, United Arab Emirates, 2013/10/15 - IMUM deploys Interactive Intelligence solution to manage fluctuating call volumes through dynamic resource allocation and reduce agent interactions with flexible Interactive Voice Response (IVR) [Nasdaq: ININ] - ININ.com.

   
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Telecom/Wireless/VoIP/IPTV Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!

World needs to know about google malpractices - Share your Adsense publishers stories on Google tactics to steal your revenues

 

Iris Modern Urban Management (IMUM), the company tasked with the management of Abu Dhabi's paid parking system, MAWAQiF, has announced that it has been utilizing the Customer Interaction Center™ (CIC) contact center solution from Interactive Intelligence Group Inc. to handle in excess of 30,000 incoming and 10,000 outgoing calls per month and deliver an exemplary level of customer service excellence. The system which supports agents in both the dedicated contact center as well as remote customer service locations has been integrated with the central CRM system of Abu Dhabi's Department of Transport allowing for seamless flow and access to information. The implementation was carried out by Interactive Intelligence’s partner EMW.

The DOT's contract with IMUM for the management of over 95,000 parking spaces placed utmost importance to customer service and required that the CIC system meet a number of stringent Key Performance Indicators (KPIs). Of these, were the ability to natively offer dual language support (Arabic and English), to integrate with the client’s CRM system and display assimilated information on a single easy-to-read dashboard and to flexibly and dynamically modify the Interactive Voice Response (IVR) system so as to rapidly reflect necessary changes. In line with the DOT's employment policies, CIC caters to employees with special needs working either at the contact center or remotely.

“We had initially outsourced the contact center but soon realized that in doing so we were losing out on a wealth of knowledge in the form of feedback of our customers. A thorough evaluation of the solutions available in the market and the confidence instilled in us by Interactive Intelligence's regional partner EMW led us to select the CIC solution. In just three months of running the solution, we have seen how much more efficient it has made our operations and how much it has improved the service experience for our customers,” said Mr. James Fraser, Operations Director at IMUM.

An important factor in the success of the implementation has been the CIC solution's flexibility in resource allocation. After insourcing the contact center, IMUM quickly realized that despite being a 24/7 service, call volumes peaked between 4pm and 10pm whereas the footfall at the customer service locations dropped during this period. Identifying this trend and utilizing the system's ability to connect customers to agents at these remote service locations through PC based 'soft phones' eliminated the need to hire additional agents who would have a lower utilization during off-peak periods.

The dynamic IVR system has also drastically helped cut down agent interactions and improved resolution times. Of the over 30,000 calls received per month, just over 11,000 are forwarded to agents while the remaining ones are managed by the IVR itself. This has freed up agents to attend to more unique customer problems. The contact center now registers over 10,000 call backs per month which has been instrumental in improving the customer service experience.

Mr. Fraser comments,“After insourcing the contact center and standardizing upon the system from Interactive Intelligence, there has been an almost exponential increase in the number of incoming and outgoing calls although the number of parking spaces we manage has itself not increased.”

Due consideration has also been given to future-proofing with the implementation planned out in 4 phases. In its second stage, scheduled for December this year, IMUM will broaden the scope of the contact center to support other customers and services of the DOT. This will entail scaling of the contact center which the Interactive Intelligence solution can accomplish with minimal effort.

“We take pride in knowing that our solution has helped revolutionize IMUM's customer service. As paid parking is an enforced expense, helplines for the same typically attract dissatisfied customers. To hear that the service is regularly praised and complimented by both the DOT and customers alike is therefore a testament to the efficiency and capabilities of our solution,” said Shaheen Haque, Territory Manager, Middle East & Turkey at Interactive Intelligence.

Key Features of the CIC implementation:
• Interactive voice response (IVR)
• Speech Recognition in Arabic and English languages
• Skills-based routing for all media types (calls, emails, chats, web callback etc…)
• Exceptional Multi-Media ACD capabilities
• Screen pop, embedded Call Controls into CRM applications
• Screen Capture (recording) of Agent Desktop
• Complete customization of interaction flows
• Tight Microsoft dynamic CRM integration
• User-definable alarms that allow supervisors to be alerted when important conditions occur.

About Interactive Intelligence
Interactive Intelligence Group, Inc. (inin.com) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2012 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last two consecutive years. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.

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 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.

Product Information Contact:
Mr. Shaheen Haque - Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
Dubai, UAE
P: +971(4) 4347217 / M: +971 (50) 4573186
E: shaheen.haque[.]inin.com.

 
 
Your Banner Ad Here instead - Showing along with ALL Articles covering Telecom/Wireless/VoIP/IPTV Announcements

Replace these Affiliate Programs at ANYTIME! Your banner here within the next hour. Learn How!

World needs to know about google malpractices - Share your Adsense publishers stories on Google tactics to steal your revenues

 

Written by / Agency / Source: Procre8

 
 

Availability: All Regions (Including Int'l)

 

Traffic Booster: [/] Quick Newswire Today Visibility Checker

 

Distribution / Indexing: [+]

 
 
# # #
 
 
  Your Banner Ad showing on ALL
Telecom/Wireless/VoIP/IPTV articles,
CATCH Visitors via Your Competitors Announcements!


MAWAQiF Uses Interactive Intelligence Contact Center Solution for Exceptional Customer Service

Company website links NOT available to basic submissions
It is OK to republish and/or LINK any newswire for any legitimate media purpose as long as you name Newswire Today and LINK as the source.
 
  Is this your article?
Activate ALL web links and social stream by Upgrading to Press Release PREMIUM Plan Now!

|
Publisher Contact: Colin Saldanha - Procre8.biz 
+971 506400762 colin[.]procre8.biz
 
Newswire Today - PRZOOM / PRTODAY disclaims any content contained in this article. If you need/wish to contact the company who published the current release, you will need to contact them - NOT us. Issuers of articles are solely responsible for the accuracy of their content. Our complete disclaimer appears here.
IMPORTANT INFORMATION: Issuance, publication or distribution of this press release in certain jurisdictions could be subject to restrictions. The recipient of this press release is responsible for using this press release and the information herein in accordance with the applicable rules and regulations in the particular jurisdiction. This press release does not constitute an offer or an offering to acquire or subscribe for any Procre8 securities in any jurisdiction including any other companies listed or named in this release.

Telecom/Wireless/VoIP/IPTV via RSSAdd NewswireToday - PRZOOM Headline News to FeedBurner
Find who RetweetFollow @NewswireTODAY



Are you the owner of this article?, Turn it PREMIUM with your LOGO instead - and make it 3rd party Ads-Free! within the next hour!


Read Latest Articles From Procre8 / Company Profile


Read Telecom/Wireless/VoIP/IPTV Most Recent Related Newswires:

Nokia Receives the New Product Innovation Award at Frost & Sullivan’s Awards Gala Honouring Best-in-Class Companies
Qualcomm Begins Commercial Sampling of World’s First 10nm Server Processor and Reshapes the Future of Datacenter Computing
Grandstream Releases a New WiFi Access Point for Beta Testing
IDC MarketScape Names HCL a Leader for Worldwide Internet of Things Consulting and Systems Integration Services
India’s First Payments Bank Goes LIVE-Airtel Payments Bank Starts Pilot Services in Rajasthan
Grandstream Introduces New Mid-Range IP Phones
Qualcomm and Samsung Collaborate on 10nm Process Technology for the Latest Snapdragon 835 Mobile Processor
Axiata Announces Completion of Bangladesh’s First Telecoms Merger with Bharti Airtel
NEC Develops 5G Massive-element Active Antenna System that Supports 28GHz Band
Grandstream Expands into WiFi Market with New Managed WiFi Access Point
Qualcomm and Tencent Announce Joint Innovation Center in China
Qualcomm Announces 5G NR Spectrum Sharing Prototype System
Verizon Acquires LQD WiFi to Humanize the Citizen Engagement Experience
Grandstream Announces New 4-Port ATA with Gigabit NAT Router
Qualcomm and Preh Sign Commercial Wireless Electric Vehicle Charging License Agreement

Boost Your Social Network
& Crowdfunding Campaigns


LIFETIME SOCIAL MEDIA WALL
NewswireToday Celebrates 10 Years in Business


PREMIUM Members


Visit  BizJobs.com

Visit  Triggr & Bloom





 
  ©2016 Newswire Today — Limelon Advertising, Co.
Home | About | Advertise/Pricing | Contact | Investors | Privacy/TOS | Sitemap | FRANCAIS
newswire, PR free press releases distribution service magazines engine news alert newsroom press room breaking news public relations articles company news alerts newswiredistribution ezine bizentrepreneur biznewstoday digital business report market search pr firms agencies reports distri-bution today investor relation successful internet entrepreneurs newswire distribution prtoday.com freenewswiredistribution asianewstoday bizwiretoday USA pr UK today - NOT affiliated with PRNewswire as we declined their partnership offer in 2013
 
PRTODAY & NewswireTODAY are NOT affiliated with USA TODAY (usatoday.com)