Pinal County, Arizona Implements SaaS-Based Contact Center from Interactive Intelligence
INDIANAPOLIS & FLORENCE, Ariz., Mar 02, 2010—Pinal County Government, serving the rural county of Pinal in central Arizona, has reported improved service to residents as a result of using a communications-as-a-service solution from Interactive Intelligence.
The Interactive Intelligence CaaS Contact Center solution enabled Pinal County Government to improve resident service through features such as skills-based call routing and supervisory monitoring.
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“The Interactive Intelligence CaaS Contact Center solution has enabled us to automatically connect residents to the right employees faster, as well as adjust routing in real-time based on fluctuations in call volume,” said Pinal County Government’s customer service administrator, Jerry Keely. “As a result, we’ve been able to efficiently process more than 300,000 calls for 42 departments since opening our ‘Citizen Contact Center’ in June 2007.”
Since deploying its CaaS Contact Center solution, Pinal County Government has migrated some Interactive Intelligence applications on-premise. “The beauty of the Interactive Intelligence offering is that it gives us the flexibility to use applications via a mix of both a hosted and prem-based model,” Keely said. “This is totally unique and has enabled us to minimize costs, while maximizing resources.”
Arizona-based Interactive Intelligence reseller, Voice Plus (http://www.voiceplus.com), assisted with the migration. “Voice Plus was extremely knowledgeable about the Interactive Intelligence solution, which proved critical in helping us achieve a smooth transition.”
Pinal County Government has also deployed on-premise multichannel recording and quality management applications from Interactive Intelligence. In addition, it’s expanded its Interactive Intelligence on-premise deployment to support its help desk, and has plans to deploy the vendor’s Web chat feature later this year.
“Providing superior service to the citizens of our county is a priority for us,” Keely said. “As a result of Interactive’s innovative capabilities, we can continue to improve on our efforts through faster response times, additional ways for residents to contact us, and improved agent training.”
About Pinal County
Larger than the states of Connecticut, Delaware and Rhode Island, Pinal County is a diverse region with municipal, rural and tribal communities. The county is culturally, physically and ethnically diverse and the needs of its residents are equally diverse. Pinal County Government protects and enhances its citizens’ quality of life by providing public services in an ethical, efficient, and responsible manner delivered by a motivated, skilled, and courteous workforce. Pinal County Government provides progressive and proactive leadership in the areas of economic development, state-of-the-art technologies, growth management, and public services to promote healthy and safe communities. For information about the county, visit http://www.pinalcountyaz.gov.
About Interactive Intelligence
Interactive Intelligence Inc. /quotes/comstock/15*!inin/quotes/nls/inin (ININ 19.98, +0.14, +0.71%) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s top 500 global software and services suppliers, 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 650 people and is headquartered in Indianapolis, Indiana. It has 14 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or ; on the Net: http://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.
SOURCE: Interactive Intelligence Inc.