June 26, 2009
Interactive Intelligence honored Tennessee-based customer relationship management outsourcer, Stellar Relay with its 2009 Innovator Award.
The Interactive Intelligence Innovator Award is given to one customer each year that demonstrates the most creative and comprehensive use of the vendor's all-in-one IP communications software suite.
Stellar Relay received the award based on its deployment of the Interactive Intelligence Customer Interaction Center (CIC), which supports contact centers throughout the U.S., Canada, and the Philippines. These sites are staffed by more than 1,100 employees who help process approximately 30 million customer contacts per year, including multichannel interactions.
The deployment marked the largest IP migration project in Canada when it was completed in 2005. Stellar Relay has used CIC to achieve the following:
- Deployed CIC's "load balancing" component to route calls via IP across sites, which has increased Stellar Relay's ability to handle voice traffic without adding new agents.
- Customized CIC to provide an IP Relay Service for the hearing impaired in the State of Tennessee, which incorporates TTY (a telecommunications device for the deaf) so customers can initiate IP calls via the Web site that are then translated for agents.
- Deployed CIC's conferencing application, which resulted in a one-month return on investment and a 75 percent reduction in toll charges.
- Deployed CIC's desktop soft phone for call control, presence management, and unified messaging all from a single interface for increased employee productivity.
- Deployed CIC's remote system monitoring component to centralize management worldwide, which has simplified trouble-shooting and improved system performance.
"Stellar Relay's deployment is not just impressive due to its size and extensive use of IP, but because of how the company has taken advantage of CIC's broad functionality," said Interactive Intelligence founder and CEO, Dr. Donald E. Brown. "Using a single, all-in-one platform to run everything from blended dialing and quality monitoring, to workforce management and multichannel routing, Stellar Relay has differentiated its services and increased employee productivity while minimizing cost and complexity."
"We initially selected the Interactive Intelligence software because of its ease-of-use, flexible customization options, and low total cost of ownership," said Stellar Relay's Vice president of information technology, Eric Bujold. "By fully exploiting these attributes we've been able to more quickly and effectively serve customers even as we grow, while still keeping costs down."
Interactive Intelligence honored Stellar Relay with its Innovator Award during the vendor's 11th annual North American User Forum held in May at its global headquarters city in Indianapolis, Indiana.
To view a video clip about the Interactive Intelligence deployment at Stellar Relay, visit http://www.inin.com/resources/Pages/Innovators-Award-Nominee-Stellar-Relay.aspx
