Home / News Article: Portland Community College Signs with KRP Communications and Interactive Intelligence
Portland Community College Signs with KRP Communications and Interactive Intelligence
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April 15th, 2009 / All Articles, KRP CommunicationsPortland, OR—April 15, 2009—Portland Community College 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 Portland Community College’s 4,500 telephone and fax lines, and all of its call center operations.
“This solution will be awesome for our call centers,” said Sharlene Norton, Telecommunications Manager for PCC. “The capabilities that it gives our call center agents are incredible, and it will be immensely helpful to our students and our other call center customers.”
PCC’s selection of KRP Communications as its solution provider began with a request for proposal (RFP) and a standard interview process of several communications vendors —and narrowed to a “bakeoff” between KRP and one other vendor finalist. “We used a time trial period of three weeks for each vendor finalist, and really put the systems and the vendors through the paces,” said Norton. “An internal committee exercised the systems and the support lines and communications with the vendor finalists, formally scoring the results of these tests and interactions numerically. One of the things that impressed us about KRP was a call to their 800 helpline number during the trials. Within five minutes, a KRP support engineer was standing in front of the desk of the user.”
“We take rapid response to our customers extremely seriously,” said Keith Macdonald, President and CEO of KRP Communications. “Our customers expect and deserve best-of-class support and superior communications solutions that are repeatable day-in and day-out. We are committed to instilling confiidence in our customers that we are always actively with them, meeting their expectations every time.”
Portland Community College plans to rollout its first implementation of the KRP-Interactive Intelligence solution in the September-October, 2009 timeframe at PCC’s Willow Creek location, which is on the MAX transit line in suburban Washington County. The college will add a second location to its communications system in January-February 2010, under a phased communications installation project that will run through June of 2011.
“We are excited about working with KRP,” said Norton. “They had a project plan, were very organized, and always let us know day by day where the project stood and what they needed from us. As one of our users during the trial tests observed, KRP was great about helping and communicating in all project phases. KRP—and the Interactive Intelligence system we are implementing—are very impressive. This is a long-term solution that will take us to the next level of communications.”
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About Portland Community College:
Portland Community College (www.pcc.edu) is the largest post-secondary institution in Oregon, serving approximately 86,700 full- and part-time students. PCC has three comprehensive campuses, five workforce training and education centers, and 200 community locations in the Portland metropolitan area. The PCC district encompasses a 1,500-square-mile area in northwest Oregon and offers two-year degrees, one-year certificate programs, short-term training, alternative education, pre-college courses and life-long learning.
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