Cloud-based Contact Center Featured Article

Yardi Systems, a company that designs, develops and supports software for real estate investment management and property management, recently switched to Interactive Intelligence (News - Alert) Group’s unified IP business communications software to support its four distributed contact centers in Irving, Texas; Colorado Springs, Colorado; Cleveland, Ohio; and Cluj-Napoca, Romania.

Interactive Intelligence’s unified IP business communication suite, Customer Interaction Center (CIC), can be deployed on-premises or via the cloud, and is ideal for industries such as financial services, insurance, outsourcers, collections, and utilities.

“CIC has given us the sophisticated workflow and skills-based routing tools we need to easily and reliably manage an unlimited number of multichannel interactions daily,” said David Felton, call center operations manager for Yardi.

CIC is a standards-based, multichannel software contact center platform designed to blend all media types with a company’s business systems. This solution offers real-time and historical information that organizes the service experience in a seamless and expedient manner.

Felton said they’ve used CIC to create numerous business rules to effectively manage interactions across their diverse client base, which ranges from commercial and multifamily, to military and university properties.

Yardi reportedly chose CIC over competing systems based on its single-platform, all-in-one architecture. Among the many benefits the company cites is the solution’s broad reporting features.

“CIC’s comprehensive reporting has enabled our supervisors to drill down into activity by work group and client,” Felton said. “The CIC dashboard enables them to see real-time service levels at a glance. They can also use CIC’s custom controls to set alerts when service levels fall below pre-set minimums.”

Yardi is headquartered in Santa Barbara, Calif., and serves clients worldwide from offices in North America, Asia, Australia, Europe and the Middle East.