Avtex, a national provider of customer experience technologies and
services, has received the Interactive Intelligence 2013 Vision Award.
Interactive Intelligence, a global provider of unified IP business
communications software and services, created its Vision Award to honor
the reseller that has shown the most innovative application and
forward-thinking use of its all-in-one IP communications software suite.
Avtex received the award for its integration of the Interactive
Intelligence Customer Interaction Center (CIC) software suite
with the Microsoft Dynamics CRM system to enhance concierge services
a Noel Group company. MyAssist is a live-agent personal assistance and
concierge solution that provides 24/7 access to experts in travel and
reservation services, online research, emergency services and medical
"Avtex has truly shown its visionary capabilities with this integrated
solution by going above and beyond the customer's initial requirements,"
said Interactive Intelligence VP of sales, Paul Weber. "This award
underscores the unique value Avtex delivers by offering the right
technology and expertise to optimize customer experiences. As the Noel
Group project shows, these unique capabilities are having a significant
and positive impact on real-life businesses."
The Avtex integration "pops" reevant information from both the CIC
telephony and Microsoft CRM systems on each MyAssist agent desktop, thus
giving users a comprehensive customer profile with name, location and
request simultaneous with the call.
"When we started talking to vendors about enhancing our CRM system,
Avtex said, 'not only can we make your CRM goals a reality, we will
integrate your call center functions and make it all work together from
a single, scalable system,'" said Noel Group's marketing director, Brad
Rutta. "This was huge for us, because it meant we could get everything
done through a single vendor. Today, we are working from a far faster
system that enables us to deliver exceptional service through our
contact center. We have taken the personal assistance and concierge
service to a whole new level of speed and personalization."
With the previous MyAssist agent support system, CRM and telephony
functionality were separate. Agents had to toggle between multiple
applications to get information about incoming callers. To address these
issues, Avtex leveraged the flexibility of CIC to combine telephony and
resource management functionality into one application, thus giving
agents a single desktop interface for faster, more effective customer
service. The system currently supports a staff of 80 MyAssist agents
serving more than 1.6 million end-users around the world. Average daily
call volumes exceed 2,500.
About AvtexAvtex, a Pohlad Family Company, provides
professional services and strategic consulting encompassing a full 360°
suite of solutions including user experience design, application
development, unified communications, contact centers, portals, and
customer relationship management. Driven by technology know-how and
passionate about customer experience, Avtex is uniquely qualified to
help clients deliver exceptional experiences to their customers using
technology. Backed by strategic partnerships with Microsoft
Intelligence, Avtex is truly a breadth and depth provider of
customer experience technology solutions. Find out more about Avtex
online at www.avtex.com or
follow Avtex on Twitter at @avtex.
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