Based around Interactive Intelligence software, Customer Interaction Center (CIC), the new system successfully withstood the demands of the retail sectors peak trading over Christmas and the New Year, including Boxing Day (December 26) - the busiest day of the year for retail transactions. CIC provides interaction management for contact centers and other customer-driven organizations. It can work over multiple sites and offers unified messaging; multimedia and skills-based routing; interactive voice response; e-mail response management; web chat and callback; screen pop; centralized administration; and supervisory tools. Cetelem (UK) Ltd, a subsidiary of Europe’s leading provider of retail credit, installed CIC in November, just ahead of its busiest retailing period, Christmas and the New Year. The system exceeded all expectations, processing well over 60,000 calls in December alone. CIC replaced what was originally a state of the art voice over IP system from 3Com using NBX with Apropos CRM. When the two systems stopped running well together, Cetelem had three choices: to keep either the 3Com system or the Apropos system and change their partner, or start with a blank sheet. 3Com introduced Interactive Intelligence, and Apropos suggested partnering with Mitel. After careful consideration, the 3Com/Interactive Intelligence combination was selected, to be implemented by IDL. The fully resilient system serves 200 inbound and outbound call centre agents based in separate locations in Wallington and Coventry. Information from France, where the companys corporate head office is based, is accessible from both sites, and the system is fully integrated with back office functions such as credit checks, and with Aspect Workflow software, which helps management predict the number of agents required to support operations.
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