Northwest Multiple Listing Service Taps Interactive Intelligence Unified IP Business Communications Solution
Jun 28, 2012 (Close-Up Media via COMTEX) --
Northwest Multiple Listing Service (Northwest MLS) has selected Interactive Intelligence Group Inc.'s 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.
In a release, the company noted that 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."
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.
Northwest Multiple Listing Service, owned by its member real estate firms, is a full-service MLS in the Northwest.
Interactive Intelligence Group Inc. is a global provider of contact center automation, unified communications, and business process automation software and services.
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