Government service provider increases agent productivity, improves
customer service, and reduces costs as a result of deploying Interactive
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,
Of particular benefit to net.America has been theeasy integration between Interactive Intelligence CaaS? andits 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 nowour 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