Estate Information Services (EIS), a provider of probate and specialty collection solutions, has deployed the Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC), for use throughout its organization.
EIS deployed CIC to consolidate its PBX, predictive dialer, and call recording products for simplified management and improved reporting.
“Our three separate products made system management and reporting cumbersome and manually intensive,” said Jeff Falk, director of technology for EIS. “By replacing our disparate systems with CIC’s all-in-one architecture, we now have a single point of management and can report in real-time across applications, which has resulted in increased operational efficiencies and improved customer service.”
EIS selected CIC after reviewing communications products from Noble Systems and ShoreTel.
“CIC was head and shoulders above the competition for its total cost-of-ownership,” Falk said. “CIC best supported our growth plans with its ability to add applications for use across locations without pricey hardware investments or lengthy deployment cycles. CIC has already helped us to maintain service levels during surges in business volume.”
EIS is using CIC to support employees at its Columbus, Ohio-based headquarters, giving them automatic call distribution, predictive dialing, voice mail, faxing, interactive voice response, supervisory monitoring, recording, and reporting functionality. EIS has also integrated CIC with its proprietary collection application to deliver real-time functionality to its collectors.
“Compliance regulations for the estate and probate collection industry require us to record and track every customer interaction,” Falk said. “CIC has enabled us to do this most cost-effectively, while also letting us link recordings to each customer record so we get faster, more in-depth insight into our interactions.”
EIS credits CIC with training benefits as well. “CIC’s analysis tools enable our supervisors to fine-tune agent performance,” Falk said. “This is really important because it helps us more effectively deliver on our promise of creating a positive customer experience through compassionate service.”
EIS is currently evaluating other CIC add-on applications to further increase efficiencies and improve customer service. “CIC’s single-platform software architecture means we can add applications most efficiently,” Falk said. “As a result, we’re confident that CIC will continue to cost-effectively support our growth whatever our customer service needs may be in the future.”
EIS is a specialty collection company providing estate search services, probate and bankruptcy proof of claim filings, bankruptcy adversary services, and other unique recovery solutions. EIS employs recovery specialists trained to provide end-to-end probate collection services with a compassionate touch based on compliance-driven business practices. EIS also employs nationally-certified paralegals who work closely with courts, estate attorneys, and executors. EIS was founded in 1989 and is headquartered in Columbus, Ohio.
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company’s solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. It employs approximately 1,000 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.