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CAA Saskatchewan Selects Interactive Intelligence IP Business Communications Solution

krp — Mon, 29 Aug 2011 23:02:10 +0000

NDIANAPOLIS & REGINA, Saskatchewan–(BUSINESS WIRE)– CAA Saskatchewan, an insurance, travel, and road-side assistance company, has selected the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC), for use throughout its organization.

CAA Saskatchewan is replacing its hosted Nortel system with CIC to improve member services by connecting all 12 of its branch offices using a single communications platform.

“Our previous system had several limitations, including an inability to verify if callers had been transferred between branches, or to our roadside assistance department,” said CAA Saskatchewan’s director of technology services, Paul Schubert. “With CIC, we’ll gain so much more functionality relative to agent availability, caller information, and call routing, all of which will help us improve member services.”

As a result of CIC’s IP-based architecture, CAA Saskatchewan also anticipates a reduction in long-distance charges, including branch-to-branch phone calls, according to Schubert.

CAA Saskatchewan will use CIC across its entire enterprise to support the company’s membership and automotive services, roadside assistance, and insurance and travel divisions.

CAA Saskatchewan selected CIC after narrowing its search to a short list composed of Cisco and Interactive Intelligence.

“We selected CIC because of its single-platform, all-in-one architecture,” Schubert said. “This unique, truly unified architecture meant that we would no longer struggle to make applications work together. It also meant we would be able to easily and quickly make system changes.”

CAA Saskatchewan purchased CIC from Interactive Intelligence elite partner KRP Communications, who is also assisting the company with its deployment.

“KRP guided us through the vendor selection process based on our unique needs,” Schubert said. “The team’s market knowledge, combined with its ability to really listen to our problems, helped us arrive at a decision in which we’re confident.”

CAA Saskatchewan will also deploy CIC add-on applications for multichannel recording and scoring, and customer feedback surveys. It also plans to capitalize on CIC’s remote support by offering an at-home worker program.

“Our previous system didn’t support at-home workers, and being located in central Canada we are often hit hard with winter snow storms,” Schubert said. “Using CIC to transparently route calls to agents working from home will improve our customer service, especially during really bad weather or natural disasters when we might otherwise have insufficient agents to answer calls.”

About CAA Saskatchewan
CAA Saskatchewan serves more than 185,000 members, offering benefits and services through its nonprofit motor club, its travel and insurance agencies, and its auto maintenance and repair facilities. CAA Saskatchewan also advocates for motorists and travellers, supporting traffic safety and environmental programs, and addressing related public policy issues. CAA Saskatchewan was founded in 1917 and has 12 offices, two vehicle repair and maintenance facilities, and one call centre throughout the region, staffed by approximately 250 employees. CAA Saskatchewan can be reached at 800.564-6222, or on the Web at www.caask.ca.

About KRP Communications
KRP Communications (www.krpcomm.com, telephone 877-775-6620) is a complete voice and data communications solutions provider delivering intuitive, open standards-based solutions which can integrate to or replace legacy technologies to offer a wide range of added functionality for voice and data communications. Its computer telephony solutions include Voice over Internet Protocol (VoIP), enterprise IP PBXs, and contact centers. KRP is also expert in Customer Relationship Management (CRM) software integrations and offers Microsoft CRM (MSCRM). KRP partners with technology leaders such as Interactive Intelligence, Microsoft, HP, Polycom, and Cisco.

About Interactive Intelligence
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. The company employs approximately 1,000 people and is headquartered in Indianapolis, Indiana. It has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com.

CTS LanguageLink Selects IP Business Communications System from Interactive Intelligence

keithmd — Wed, 18 May 2011 18:53:46 +0000

INDIANAPOLIS and VANCOUVER, Wash., May 18, 2011 – CTS LanguageLink, a global provider of language interpretation and translation services, has selected the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC), for use throughout its organization.

CTS LanguageLink is replacing an Inter-Tel phone system with CIC to take advantage of the system’s open, software-based, all-in-one architecture.

“We evaluated solutions from Avaya, Mitel, and others, but ultimately we selected CIC based on its cost-effective, flexible architecture,” said CTS LanguageLink director of information technology, Dan Nelson. “CIC will give us a competitive advantage by enabling us to modify the system on a moment’s notice. I estimate savings of about 30 percent in long-distance charges as a result of moving to a standards-based IP architecture.”

CTS LanguageLink purchased CIC through Interactive Intelligence Elite Partner, KRP Communications USA. KRP, a unified communications solutions provider, will also assist CTS LanguageLink with training, deployment, and customization.

“KRP was knowledgeable about CIC and provided solid answers to our questions,” Nelson said. “KRP also arranged for a tour of its office, and a visit to the Interactive Intelligence western regional sales and support center in California. Afterward it was clear that Interactive and KRP worked closely together, which assured us that our post-deployment needs would be met.”

CTS LanguageLink plans to use CIC for automatic call distribution, interactive voice response, supervisory monitoring, presence management, unified messaging, and more. It also purchased add-on applications for multichannel recording and scoring, and speech recognition.

“We anticipate CIC will help us improve customer service through improvements such as more quickly and effectively routing and responding to callers,” Nelson said. “CIC’s modular architecture will enable us to add users as we grow without undergoing major hardware upgrades.”

When the deployment is complete, CIC will support the entire CTS LanguageLink workforce located at its company headquarters in Vancouver, Wash., and at remote locations throughout the United States and Central and South America. A redundant system will also be installed at a second location in Portland, Ore. to provide disaster recovery capabilities.

About CTS LanguageLink
CTS LanguageLink is a leading provider of language services supporting a full suite of translation, interpretation, and localization solutions in-house. The company also offers desktop publishing, website localization, a recording studio, multimedia resources, and a state-of-the-art call center. Founded in 1991, the company services nearly 250 languages and dialects. For more information, visit www.ctslanguagelink.com or call 1 800-208-2620.

About Interactive Intelligence
Interactive Intelligence 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 can be deployed via an on-premise or hosted model. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. Interactive Intelligence is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs more than 800 people and is headquartered in Indianapolis, Indiana. It has 19 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.

Unitus Community Credit Union Selects IP Business Communications Solution from Interactive Intelligence

keithmd — Thu, 31 Mar 2011 19:42:51 +0000

Credit union to deploy all-in-one IP communications software suite to improve member services

INDIANAPOLIS & PORTLAND, Ore.–(BUSINESS WIRE)– Unitus Community Credit Union has selected the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center^™ (CIC) for use throughout its organization.

Unitus is replacing an Avaya system with CIC to improve its member services by offering contact via e-mail and Web chat, and by adding new functionality such as speech-enhanced interactive voice response and skills-based routing.

“As our credit union has grown we’ve needed to find new ways to better serve members,” said Unitus Community Credit Union’s project manager, Leah Keeler. “With CIC, we will now be able to do things like match caller ID with the associated account information so members are automatically routed to the most appropriate agent.”

Unitus selected CIC after evaluating solutions from Avaya, Cisco and ShoreTel.

“We chose CIC because of its cost-effective, all-in-one architecture and rich feature-set,” said Unitus Community Credit Union’s CIO, Brian Irvine. “CIC’s streamlined, Windows-based architecture will enable us to leverage our IT staff’s .NET skills so we can easily manage the system in-house.”

KRP Communications USA, an Interactive Intelligence Elite Partner, completed the Unitus sale of CIC and will assist the company with deployment and customization. Planned customization services include enhanced skills-based routing, advanced predictive dialing, and screen pop integration.

“KRP has deep knowledge of CIC and responded quickly to our questions throughout the selection process,” Keeler said. “KRP’s experience deploying CIC will ensure we maximize the flexibility of this software so our members can receive service that’s tailored to meet their unique needs.”

In addition to CIC, Unitus has purchased add-on applications for outbound dialing, multichannel recording, customer feedback surveys, and a custom CRM integration.

“Combined, these CIC add-on applications will further help us improve service through streamlined operations, improved reporting, and more proactive member communications,” Irvine said.

When deployment is complete, CIC will support the entire Unitus workforce located across its eight branch offices throughout Oregon and Washington.

About Unitus Community Credit Union
Unitus Community Credit Union is a not-for-profit, member-owned financial institution with locations throughout Oregon and Washington. Unitus was founded in 1937 and today serves more than 72,000 members. Unitus can be reached at (800) 452-0900, or on the Web at www.unitusccu.com.

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 Inc. 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.

Unitus Community Credit Union
Laurie Kresl, Vice President of Planning and Business Development, +1-503-423-8310
lkresl@unitusccu.com
OR
Interactive Intelligence Inc.
Christine Holley, Director of Market Communications, +1-317-715-8220
Christine.holley@inin.com

Source: Interactive Intelligence Inc.

News Provided by Acquire Media

Ruby Receptionists Selects All-in-One IP Communications Software Suite from Interactive Intelligence

keithmd — Tue, 18 Jan 2011 16:10:51 +0000

Remote receptionist services provider selects software for its broad feature-set and extensive customization options

INDIANAPOLIS and PORTLAND, Ore., Jan. 18, 2011 – Ruby Receptionists, a provider of remote receptionist services, has selected the Interactive Intelligence (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center^™ (CIC), for use throughout its organization.

Ruby Receptionists is replacing a Nortel PBX and a TeleVantage voicemail system with the Interactive Intelligence software in order to offer clients additional features and more customization options.

“We were close to reaching capacity on our Nortel system so the time was right to start evaluating other communications solutions,” said Ruby Receptionists president and CEO, Jill Nelson. “With our communications system such a central part of our business, we knew this was a key opportunity to add sophisticated new features, while gaining the ability to better tailor services to meet our unique client requirements.”

After evaluating solutions from the incumbent vendors, as well as from Avaya and ShoreTel, Ruby Receptionists selected CIC as its communications solution of choice.

“With a multitude of inherent applications running on a single platform, along with an open, software-based architecture, CIC gave us everything we needed with virtually unlimited customization options,” Nelson said.

KRP Communications USA Inc. (www.krpcomm.com), an Interactive Intelligence Elite Partner, made the CIC sale and will help Ruby Receptionists with customization. Planned customizations include skills-based routing; client-specific call-handling rules, such as the type of on-hold music played, forwarding options, and hours of operation; and screen pops that indicate how receptionists should answer each client’s calls.

“Among our planned CIC customizations is an automated alert feature, which will notify our back-up and management teams when call volumes spike so we can further improve service,” Nelson said. “And by using CIC to consolidate our systems, we’ll also be able to get clients set up faster.”

Ruby Receptionists emphasizes KRP’s ability to customize CIC as critical to its success. “KRP has more than 12 years of CIC deployment experience,” Nelson said. “This expertise is already proving instrumental as we find ways to maximize the system so our receptionists are empowered with everything they need to provide the most personalized and effective service possible.”

Ruby Receptionists plans to deploy CIC to support its receptionists at the company’s Portland-based office who take calls for more than 1,000 clients each day.

“We’ve always provided our clients with bright, articulate, friendly receptionists,” Nelson said. “Now we can give these talented individuals the most innovative technology so they can provide even better service and we can continue to meet the demands of our growing client base.”

About Ruby Receptionists
Ruby Receptionists provides expert virtual receptionist services to more than 1,000 small businesses, legal practices, and professionals across North America. Each Ruby receptionist attends “Ruby University,” a thorough and ongoing training program where they are equipped with the skills and know-how to most effectively field client calls. Ruby Receptionists was named one of the “100 Best Companies to Work For” in Oregon in 2010 and 2011, and was ranked one of Oregon’s fastest growing companies in 2008, 2009, and 2010. The company was also named one of the “Best Green Companies to Work For” in 2010. Ruby Receptionists was founded in 2003 and is based in Portland, Ore. It employs more than 35 receptionists. For more information about Ruby Receptionists, visit www.callruby.com, e-mail hello@callruby.com, or call 1-866-611-7829.

About Interactive Intelligence
Interactive Intelligence 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 was founded in 1994 and has more than 3,500 customers worldwide. Interactive Intelligence is among Software Magazine’s 2010 Top 500 Global Software and Services Suppliers, and Forbes Magazine’s 2010 Best Small Companies in America. The company is also positioned in the leaders’ quadrant of the Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide report (Feb. 22, 2010). Interactive Intelligence employs approximately 800 people and is headquartered in Indianapolis, Indiana. It has 16 offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: www.inin.com.

Portland Community College Deploys VoIP to Meet Growing Telephony Needs

Mary — Wed, 23 Jun 2010 23:19:50 +0000

With more than 87,000 students, Portland Community College (www.pcc.edu) is the largest community college in the State of Oregon. PCC serves over 1,000,000 college-age residents in a five-county, 1,500 square mile area in Northwest Oregon through distance learning programs, three comprehensive campuses and dozens of locations throughout the community.

PCC wanted to improve its daily telephone communications with its constituents, but quickly realized that its existing telephone system was unable to provide key information, such as what call volumes were and how calls were being processed. “We also wanted a way that could provide us with greater agility in the work environment,” said Sharlene Norton, PCC Telecommunications Manager. “Specifically, we were looking for a new telephony solution that would enable our staff to work remotely through desktop and Web clients while staff appeared to be at PCC locations. We also wanted a way that we could have our phone calls follow us by routing calls to a number where we could be reached in the field.”

In 2008, PCC developed and issued a request for proposal (RFP) to eight different VoIP (voice over IP) vendor companies. The RFP team consisted of representatives from PCC Purchasing, along with technology management and staff, an outside consultant and internal customers. Vendor companies were invited to participate in a “bake-off” where each company had a three-week period to install and demonstrate its telephony solution in PCC’s environment. Nearly 20 PCC staff members participated by exercising each system that was installed. At the end of trials, KRP Communications’ Interactive Intelligence VoIP system received the highest rating from PCC’s RFP committee and was awarded the contract. “Customers liked the sound quality of the speaker phones, the desktop client, the customer service from KRP, and KRP’s technical support,” said Norton.

For purposes of system installation, PCC organized its project into multiple phases, with an overall goal of completing all installations by December, 2011.Thus far, nearly 300 users at two call centers, the Technology Solutions Services department and three campus locations are using the system. Seven more PCC locations are scheduled to complete system installation by December of 2011.

“This is a major installation, and we have four main committees guiding this project,” said Norton. “A steering committee is comprised of senior technology management, a campus technology manager representing the various customer groups, network, telecommunications and customer service staff. They provide oversight and guidance to the project. We also have an infrastructure committee that is comprised of telecom, network and server administration staff. It is charged with providing recommendations to the steering committee and implementing approved recommendations.”

Norton says that PCC call centers now can see how many calls are in queue and receive regular reports on call volumes and how calls are being processed. “Our technology help desk has increased the handling of calls by over 33 percent without increasing staff,” said Norton. “We can see missed calls on our desktop client or phone screen and connect with people who didn’t leave voice mail. This is a better use of technology than we have had in the past, and a major portion of that technology is our VoIP system.”

Once end to end implementation is completed, PCC plans to add more capability to its call centers and possibly its Remedy work order system.

“VoIP implementation requires a lot of work and planning, plus working with other departments,” said Norton. “But with excellent project management and consistently strong support from KRP, it has been a good experience. We are grateful to have KRP as a business partner.”

Download the PCC Case Study PDF here.

KRP Communications Attains Microsoft Gold Certification

Mary — Tue, 27 Apr 2010 17:49:34 +0000

Vancouver, B.C.—April 27, 2010—KRP Communications was recently awarded the Microsoft Gold Partnership Level Certification for 2010, which Microsoft presents annually to its elite business partners. As a Microsoft business partner, KRP provides Microsoft solutions and technologies to its client base, and features an engineering division that is skilled in Microsoft technologies.

“We are proud to have attained gold-level business partner certification with Microsoft,” said KRP CEO Keith Macdonald. “It attests to a premium level of service and product competency that is directly in line with our ongoing commitment to premium levels of service and solutions for our clients.”

About KRP Communications:
KRP Communications (www.krpcomm.com, telephone 877-775-6620) is a complete voice and data communications solutions provider delivering intuitive, open standards-based solutions which can integrate to or replace legacy technologies to offer a wide range of added functionality for voice and data communications. Its computer telephony solutions include Voice over Internet Protocol (VoIP), enterprise IP PBXs, and contact centers. KRP is also expert in Customer Relationship Management (CRM) software integrations and offers Microsoft CRM (MSCRM). KRP partners with technology leaders such as Interactive Intelligence, Microsoft, HP, Polycom, and Cisco.

Best and Worst Practices of A VoIP Project

krp — Wed, 24 Feb 2010 00:02:01 +0000

By Keith Macdonald

For most organizations, the face of your company to your customers is your telecommunications system. A major part of telecommunications is voice-based communications such as phone service. Increasingly, however, businesses are using web-based communications like email and live chat to connect with their customers. Most have already made the move to Voice over IP (VoIP) communications to facilitate both voice and email.

At first glance, moving to VoIP and then staying there seems easy. Many businesses have experienced cost savings over traditional phone service with their moves to VoIP — and they have gained the flexibility of running both voice and data over their computer networks. But moving to VoIP and getting the most out of your communications assets involve systematic planning for the future while phone and email communications continue to represent your organization well in the present.

HERE ARE FIVE BEST PRACTICES:

1.	Solve business problems with technology Always match your VoIP technology to your business needs (not vice versa). Technology is an enabler. You optimize your technology investment when you fully understand your business and how the new technology is going to help you reach your business goals. Most companies find that a well-planned VoIP solution will enhance customer contact and give the business plenty of room to expand the technology as the business grows. As you plan and evaluate technology, be sure to select a VoIP solution that has enough features in the beginning–but that also allows you to easily add enhanced features when you need to in the future.
2.	Have a thorough Selection process Be thorough in your vendor evaluation and selection process when you are looking for a VoIP business partner. Choosing an inexperienced vendor to reduce your initial dollar investment will only cost your business more money in the long run. Choose a solid vendor and check references.
3.	Define your needs and perform a Network Analysis Once you choose the technology and the vendor, define your needs and separate the “nice-to-haves” from the “need-to-haves.” Your needs analysis will properly set the expectations with your vendor, and align everyone for success. You should also include a Voice Readiness Assessment for your network. It is important to know how your network is going to be impacted by voice traffic–now, and in the future.
4.	Formalize the process and acceptance criteria Once your needs are fully documented, your vendor will prepare an in-depth scope of work (SoW). The SoW should include a synopsis of the business goals, and a detailed description of the implementation. Implementation elements that should be listed and described in the SoW are: the project management process, the change order process, a detailed project plan including both your and the vendor’s responsibilities, and a training schedule. Successful VoIP deployments are only accomplished when a strong vendor-customer partnership is established. The SoW helps facilitate this. The SoW should contain a test plan. This plan must be co-authored by you and your vendor to ensure that the technology is installed correctly, and that all the business goals are achieved. Failure to properly test your solution is a formula for failure. At KRP, we implement a two stage testing process: the first is prior to cut-over, and then a second is post cutover.
5.	Make sure your VoIP business partner has a well-defined SLA Choose a vendor with a well-defined Service Level Agreement (SLA). The SLA should define the entire support process, and properly set expectations for the vendor and for your staff. To support this SLA, try to find a vendor who has the ability to proactively monitor your VoIP solution. This helps prevent minor issues from becoming major issues and negatively impacting your business.

FOUR PRACTICES TO AVOID

1.	Inadequate planning Failing to devote adequate planning time to your VoIP implementation can put your project at risk. When business and performance requirements are defined upfront and adhered to during implementation, your project’s likelihood of success is greater.
2.	Don’t forget about other forms of communications from your customers Do not choose a VoIP solution that restricts your mode of communication to only voice services, without being able to enable more advanced services such as e-mail, text-chat and call-back requests.
3.	Don’t undervalue experience Don’t trade vendor experience for perceived savings on upfront costs. Implementing voice and integrating voice with data on your network can be tricky. Remember–you get what you pay for! If you opt to go with a system integrator and subsequently outsource maintenance of your VoIP system, choose a vendor that is trustworthy and that comes with a solid track record.� The vendor should have a well-defined support methodology, should offer an SLA that sets expectations, and should use a proactive monitoring system to catch issues before they become service-affecting. Although VoIP is no longer a new technology or buzzword for many companies, the added complexity of implementing and managing both voice and data to expected user service levels is still a challenge that many organizations are wrestling with. Having a set of best practices in place–and knowing where the pitfalls are — are two ways to ensure success with your VoIP projects.
4.	Don’t underestimate your QoS needs Bandwidth is important, but it’s not the only thing. Quality of Service (QoS) depends on how well you allocate bandwidth between voice and data applications, and not by bandwidth alone. Voice users are also very accustomed to exceptional quality and reliability, and impairments like latency, jitter, packet loss, and echo will not be acceptable. Ultimately, both user and IT satisfaction depends on the network’s ability to support high-quality VoIP calls at all times, in addition to optimal configuration of various hardware and software parameters.

For more information on planning your migration please see our Enterprise Telephony page.

Keith Macdonald is CEO and President of KRP Communications (www.krpcomm.com)
(877-775-6620), a VoIP communications solutions provider that designs, delivers and services intuitive, open standards-based telecommunications solutions that enhance corporate relationships by leveraging superior converged technologies.

Portland Trail Blazers Upgrade Telecommunications to Position for CRM

Mary — Tue, 05 Jan 2010 21:16:21 +0000

Seattle, WA—January 5, 2010—The Portland Trail Blazers NBA basketball team recently partnered with KRP Communications in a significant upgrade to the Trail Blazers’ Interactive Intelligence telecommunications software.

“Our goal with this upgrade was to position ourselves for a big push into CRM (customer relationship management) in 2010, and to build on facilities like customization of greetings for customers and live Web chat,” said Lou Pallotta, the Trail Blazers’ Telecommunications Manager. “The move will reduce the amount of time that our customer service agents spend on the phones, and it will also enable us to enhance capabilities for remote agents who work at home.”

###

About Portland Trail Blazers:
The Portland Trail Blazers, members of the National Basketball Association (NBA), were founded in 1970, and purchased by Paul G. Allen in 1988. The team’s rich heritage includes 27 playoff appearances, an NBA championship in 1977 and a commitment to community service. With a corporate mission to “Make It Better,” the Trail Blazers strive to help children and their families throughout Oregon and southwest Washington live, learn and play. The Trail Blazers are the first and only pro sports franchise to receive the prestigious National Points of Light Award for excellence in corporate community service. For more information on the Trail Blazers, visit www.trailblazers.com.

Camas School District Selects KRP Communications and Interactive Intelligence

krp — Tue, 21 Jul 2009 20:32:43 +0000

Camas, WA—July 21, 2009—The Camas School District of Camas, Washington, has announced that it has contracted with KRP Communications for a new telecommunications system and services.

The telecommunications system, an Interactive Intelligence Customer Interaction Center (CIC) system, will handle Camas School District’s 850 telephone and fax lines for the district’s 11 main campuses.

The new Camas School District communications system will include a fully redundant Voice over Internet Protocol (VoIP) enterprise telephony solution which will include E911 capabilities from all campuses. Phase one of the installation is scheduled to be completed next month. This phase will include replacing the current phone system at the Liberty Middle School as well as the new Helen Baller and Grass Valley elementary schools. Also included in this phase is moving the entire school district’s voice mail over to the new system.

“KRP Communications offered the most comprehensive solution for the best price,” said Brandon Ray, Technology Director for the Camas School District. “Given the district’s existing infrastructure, it was important to deploy a new phone system in stages. KRP representatives were confident that Interactive Intelligence would integrate with the existing NEC system. It took their engineers less than twenty-four hours to prove their point by installing a server and routing calls to and from different schools in the district.”

“We are proud to welcome Camas School District to our family of clients,” said Keith Macdonald, President and CEO of KRP Communications. “The KRP-Interactive Intelligence solution will help the School District advance their communications objectives–we look forward to partnering with them by providing premium support and best-of-class service.”

###

About Camas School District:

Nestled along the banks of the Columbia River with Mt. Hood towering in the distance, the Camas School District is home to 5,300 students and has doubled in size since the mid 1990’s. Both new and longtime residents of this community enjoy the benefits of a financially and academically sound school district. The district includes two high schools, two middle schools, and five elementary schools. Camas retains the charm of a small town but is just 25 minutes away from downtown Portland, Oregon. Many large industries make their home in Camas, including the multi-million dollar WaferTech, Georgia Pacific Corporation, Underwriters Laboratory and Sharp Microelectronics.

About KRP Communications:

KRP Communications (www.krpcomm.com, telephone 877-775-6620) is a complete voice and data communications solutions provider delivering intuitive, open standards-based solutions which can integrate to or replace legacy technologies to offer a wide range of added functionality for voice and data communications. Its computer telephony solutions include Voice over Internet Protocol (VoIP), enterprise IP PBXs, and contact centers. KRP is also expert in Customer Relationship Management (CRM) software integrations and offers Microsoft CRM (MSCRM). KRP partners with technology leaders such as Interactive Intelligence, Vonexus, Microsoft, HP, Polycom, and Cisco.

Media Contact:
Mary Shacklett
Transworld Data for KRP Communications
Email marys@TWDTransworld.com
Tel 360-956-9536

Keith Comes Home With KRP

krp — Thu, 11 Jun 2009 20:39:52 +0000

Keith Comes Home With KRP
By Amanda Fraser

Keith Macdonald, a Cape Bretoner, is making his way back home to open a branch of the business he started 11 years ago.

The president and ceo of KRP Communications recently opened an office at 1959

Upper Water Street and employs two people. Over the next three years, he says that number will grow to 12, employing a mix of administrative and engineering staff.

KRP earns between $3 million to $5 million in sales annually, and provides software installation, and voice and data communications systems for call centres and schools. Macdonald is also hoping to expand his customer base to include more private enterprises.

“I think there’s a great business opportunity to expand into the Maritimes. A large number of contact centres are located in the Maritime provinces and our technology is suited well to contact centres. It’s a great opportunity to relocate and get back to my roots”, said the native of Point Edward.

Locally, KRP currently works with the internal IT team at accounting and consulting firm Grant Thornton LLP in Halifax to manage its telecommunications systems. KRP also services TigerTel Communications Ltd, a national company with a call centre in Dartmouth.

Internationally, it recently installed a telecommunications system at Portland Community College in Oregon to handle 4,500 telephone and fax lines, and all of its call centre operations. The college has about 87,000 students.

The software KRP installs “typically replaces up to four different manufacturers in an organization so we’re classified as an all-in-one solution”, said Macdonald, who started his career with Maritime Tel and Tel as a summer student.

With 25 employees in offices in San Francisco, Portland, Seattle, Toronto and Burnaby, BC, KRP’s headquarters, Macdonald counts his competition as Nortel and Cisco, and Bell Aliant in Atlantic Canada.

“We are small and nimble,” he said, which allows his company to be “more in tune with every day demand of customers”.