INDIANAPOLIS & UPPER MARLBORO, Md.--(EON: Enhanced Online News)--The net.America Corp., which provides professional services to the federal government, has deployed a cloud-based contact center solution from Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience.
“Interactive Intelligence CaaS℠ has given us enhanced contact center features and increased scalability -- and all without bogging us down in the cost and complexity of on-premises servers and equipment”
As a result of deploying the Interactive Intelligence CaaS℠ solution, net.America has increased agent productivity, improved customer service, and reduced costs, according to president and CEO, Clare Hines. “Interactive Intelligence CaaS℠ has given us enhanced contact center features and increased scalability -- and all without bogging us down in the cost and complexity of on-premises servers and equipment,” she said.
Of particular benefit to net.America has been the easy integration between Interactive Intelligence CaaS℠ and its third-party CRM software.
“Prior to deploying Interactive Intelligence CaaS℠, we were unable to integrate our contact center system with our CRM system,” Hines said. “This meant our agents often had to toggle between at least two computer screens, which needlessly extended call times. Interactive Intelligence CaaS℠, however, easily integrated with our CRM system so now our agents are ‘popped’ a single screen with all the information they need, which in some cases has reduced call-handle time by up to two minutes per call. This has increased agent productivity and enabled us to serve customers faster.”
Interactive Intelligence CaaS℠ has also helped net.America make use of work-at-home agents as part of its disaster preparedness plan.
“After working with the Federal Emergency Management Agency following hurricane Katrina, we recognized that our contact center needed to be prepared in the event of an emergency,” Hines said. “Today, our agents can immediately access Interactive Intelligence CaaS℠ features from their computers at home, and set-up requires no additional equipment or hardware.”
This ability for at-home agents to log-on at a moment's notice was recently put to the test when net.America was hit by a snowstorm last winter. “We were hit with a major snow storm, big enough that our agents weren’t able to come into the office,” Hines said. “Interactive Intelligence CaaS℠ enabled our agents to easily and quickly log onto their computers at home and begin working.”
Today, the Interactive Intelligence CaaS℠ solution helps net.America agents provide contact center services to FEMA and the U.S. Department of Housing and Urban Development. In addition, net.America uses Interactive Intelligence’s on-premises contact center system -- which also powers Interactive Intelligence CaaS℠ -- to provide contact center services to the U.S. Patent and Trademark Office.
net.America initially began looking for a new contact center solution when its cloud software from inContact became cost-prohibitive and unable to accommodate new feature requests.
“Our previous vendor’s prices began skyrocketing and they didn’t have the new features we needed,” Hines said. “During our search, we discovered Interactive Intelligence CaaS℠ and found that it offered all the features we wanted, plus it wouldn’t cost us an arm and a leg.”
Hines also cites an alignment of IT cultures that helped it make the decision to go with Interactive Intelligence. “We’re an early adopter of cloud solutions in general,” Hines said. “Likewise, Interactive Intelligence hangs its hat on innovation and saw the value of the cloud before most contact center vendors. As a result, we knew we were getting a mature cloud solution that was reliable, secure, and feature-rich – and with the added benefit of moving to an on-premises deployment if we wanted. Now that’s what I call true investment protection.”
The net.America Corp. is a woman-owned, 8(m)-certified management and information technology consulting firm serving the federal government. It has been a successful service provider to the Federal Emergency Management Agency (FEMA) since 2007. net.America offers the federal government professional services ranging from grants management and contact center/help desk support, to program management and information technology support. The company’s ethos of ‘people, quality and service’ is embraced by its team of qualified, experienced and friendly staff. net.America was founded in 1998 by Clare Hines and is headquartered in Upper Marlboro, Maryland. For more information, visit http://www.discovernetamerica.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) 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 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last three 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. Interactive Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org; on the Web at 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 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.