Recently, Interactive Intelligence (www.inin.com) and its Vietnamese partner, MP Telecom (www.mptelecom.com.vn), have together organized a workshop for an official announcement of a new business process automation solution, V. CIC 3.0: Interaction Process Automation (IPA) is now generally available.
Interactive Intelligence, the world leading supplier of Contact Center solutions and software, has cooperated with MP Telecom over the years and implemented many Contact Center projects for large customers in Vietnam telecommunications, finance and banking sectors. MP Telecom is known as a supplier of the fullest range of Contact Center products and services such as Managed Service, Turn-Key Solution, Insourcing, Telemarketing/ Telesales/ Telesurvey, Training, and Contact Center Consultancy.
An outstanding characteristic of this IPA version is that: in addition to the same way a contact center agent can route a call or other contact to any designated end-point throughout an organization, based on pre-defined rules, any worker (or automated system) in any department can use IPA to automatically route documents to any other end point on the network. What’s more, the same automated re-routing and failover mechanisms found in the contact center apply: For example, if a worker is unavailable to handle a task, at any given time (as indicated through their presence), the system will automatically re-route that task to the next available employee who is qualified to handle it.
The version has brought many practical values to Contact Center businesses that apply Interactive Intelligence’s solutions worldwide. Thanks to the Communications-based Process Automation (CBPA) feature, Interactive has pleased even the most demanding customers, and met urgent needs of enterprises in telecommunications, banking, securities, and insurance areas about a 24/7 customer support solution on multiple channels of communication such as voice mail, fax, web chat, email, … The Interaction Process Automation solution has helped businesses increase customer loyalty, while building an unified branding image of the entire enterprise.
In the world market, Interactive Intelligence Contact Center solutions come to be a good choice of more than 2,000 Contact Centers belonging to Microsoft, BMW, Honda, Prudential, Shell, Telegen UK, Fujitsu, Price Waterhouse Coopers, Sony, WalMart, Bridgestone, Deutsche Telekom, Hitachi, KPN Telecom, NEC, Philips, etc. In Vietnam, MP Telecom is the only partner to provide, deploy, and maintain Interactive Intelligence’s Contact Center solutions for businesses such as Viettel Telecom Corporation (Viettel), Vietnam Mobile Telecom Services Company (VMS – MobiFone), Vietnam Telecom Services Company (VinaPhone), Saigon Securities Inc. (SSI), Tan Viet Securities Incorporation (TVSI), Jetstar Pacific Airlines Joint Stock Aviation Company, Sharp Electronics Vietnam Company Limited, etc.
Mr. Lai Tuan Cuong, Deputy Director of Electronic Transaction Unit – Saigon Securities Inc. (SSI), said: “Since February 2009, SSI has upgraded the Customer Service Centre with a new Contact Center system based on Interactive Intelligence’s solution provided by MP Telecom. From a manager’s point of view, I see that the solution is very suitable for financial businesses in general, as well as for securities industry in particular. We are satisfied with the Contact Center implementation process of MP Telecom. The solution has brought many benefits to SSI: human resource optimization, multiform and concentrated customer service, improved customer service quality, and more sustainable competitive advantages. MP Telecom’s solutions are also personalized, quite flexible, and getting in line with our development strategy and other business activities. After more than one year of deployment, SSI has improved customer service quality to a new level, more and more received good feedbacks from our customers.”
Written by: Lelt – Published on: 24h.com.vn in Vietnamese
