|
DUBAI, United Arab Emirates, 18th December, 2014 – Interactive Intelligence Group Inc. (Nasdaq:ININ), a global provider of software and services for communications, collaboration and customer engagement, has announced that averda, the largest and one of the fastest growing waste management companies in the Middle East and Africa, has successfully deployed the company’s all-in-one Customer Interaction Center TM (CIC) software solution to support the 800-AVERDA customer service hotline. The contact centre’s operations are based in Dubai and support the UAE, Qatar and Oman with plans to extend the service to Saudi Arabia in the next few months. The new system provides rich functionality in the form of multi-channel communications, has streamlined the customer request handling process, and enhanced monitoring and reporting which has ultimately boosted averda’s customer service. “Our objective has always been to provide a seamless customer service experience to averda customers,” said Fabio Di Capua, IT Director, averda. “In order to address our functional, reporting and user interface business requirements, we were in need of a robust call centre solution that would be flexible, scalable, globally accepted and cost effective, and having evaluated several solutions, we’ve chosen Interactive Intelligence’s solutions as it will allow us to continue to provide customers with the highest level of services.” Once Interactive Intelligence was selected as the vendor of choice, the software installation was completed by local partner EMW in just twelve days. Training was also provided to the team of averda employees responsible from the contact centre. The contact centre system currently handles an average of 270 inbound and 50 outbound calls per day, which includes customer service requests like changing frequency of an averda service or adding/ discontinuing a service; calls from potential customers expressing interest in a service and complaint resolution. The Interactive Intelligence solution integrates with averda’s Salesforce CRM platform and provides dynamic as well as historic reporting aiding the decision making process and customer experience. “The decision to upgrade our systems came as part of our commitment to customer satisfaction,” said Mazen Barazi, Business Applications Senior Manager - IT, averda. “By investing in the Interactive Intelligence solution, we’ve managed to streamline operations and increase efficiency. We’re very satisfied with the results and hope to continue improving our systems to ensure continued customer satisfaction.” 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 6000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last four consecutive years. Interactive Intelligence employs more than 2000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Visit Interactive Intelligence at www.inin.com/ae-sa or contact our offices in Dubai or Riyadh. Find us on Twitter at www.inin.com/twitter; on Facebook at www.inin.com/facebook; or on LinkedIn at www.inin.com/linkedin. 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 Direct phone: +971(4) 4347217 Mobile: +971 (50) 4573186 Email: shaheen.haque@inin.com Media Contact: Colin Saldanha PROCRE8 +97150 6400762 colin@procre8.biz PR Submited on DubaiPrNetwork.com
| 
RSS Feed 
