Communications Application Software Suite Meets Diverse Needs Of Large, Distributed Enterprise

Ceridian reviewed nearly half a dozen communications products, all of which required extensive integration. During its search, the company heard of an open, software-based solution from Interactive Intelligence. Ceridian liked that Interactive Intelligence offered single-vendor/multi-application software that included an extensive feature-set without the complexity of computer telephony integration (CTI) solutions.

"We selected Interactive Intelligence's Customer Interaction Center® (CIC) software because it offered us both productivity-enhancing business user applications, as well as advanced contact center features, all running on a single communications platform," says Mitchell. "It also came with an easy-to-use graphical application generator tool that we could use to perform virtually all customizations in-house."

Ceridian's St. Louis contact center went live with CIC in September 1998. CIC's built-in PBX replaced the Definity system and added interactive voice response (IVR), screen-pop, automatic call distribution (ACD), unified messaging and call recording.

Following St. Louis, Ceridian installed CIC at its Atlanta office, and then at six other offices across the country, including two California offices where CIC completely replaced the company's legacy systems. Since the initial phase of installation, Ceridian has deployed Interactive Intelligence's multimedia recording and scoring product, Interaction Recorder®. It also uses the company's real-time monitoring application, Interaction Supervisor®, and Interaction Marquee™, a statistics engine used to display information from CIC.