INDIANAPOLIS & KIRKLAND, Wash.--(BUSINESS WIRE)--Northwest Multiple Listing Service (Northwest MLS) has selected Interactive Intelligence Group Inc.'s (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center™ (CIC).
The real estate listing service is replacing a Nortel telephony system with CIC, which will support all employees at its Kirkland, Wash. headquarters, and at the company’s 16 satellite locations.
“We selected CIC because its single-platform, all-in-one architecture would most effectively support our mission of providing exemplary customer service to our membership of more than 21,000 real estate professionals across the state,” said Northwest MLS president and CEO, Tom Hurdelbrink.
Northwest MLS plans to use CIC to improve the efficiency of its distributed workforce. “When call volume is heavy in one location, we’ll use CIC to automatically route calls to another office,” Hurdelbrink said. “Similarly, when a particular area is affected by weather-related interruptions, calls can be routed to a different location or to employees working from home. This will enable us to respond more quickly and consistently to our members.”
CIC will also give Northwest MLS members a new callback queue option. “Callers who do not want to wait on hold for the next available representative can elect to disconnect and keep their place in queue,” Hurdelbrink said. “When it’s their turn, CIC will automatically dial them back. This will further enhance our member service experience.”
Northwest MLS will also use CIC to develop customized reports to more efficiently schedule and evaluate staff, according to Hurdelbrink. “CIC will give us improved reporting metrics for increased insight into employee performance and processes,” he said. “This will help us more effectively allocate resources, while further enhancing member service.”
Interactive Intelligence reseller, KRP Communications, will provide CIC deployment services and ongoing maintenance for Northwest MLS.
About Northwest MLS
Northwest Multiple Listing Service, owned by its member real estate firms, is the largest full-service MLS in the Northwest. Its membership includes more than 21,000 real estate brokers. The organization, based in Kirkland, Wash., serves 21 counties throughout Washington State.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine’s 2011 Best Small Companies in America and Software Magazine’s 2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in Indianapolis, Indiana. The company 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 email@example.com; on the Net: www.inin.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.