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 email@example.com, or call 1-866-611-7829.
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 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 firstname.lastname@example.org; on the Net: www.inin.com.
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