Unified Communications Featured Article

Adapt Telephony Services Deploys ININ's CIC for Redstone Federal Credit Union

February 03, 2014

Adapt Telephony Services, a North American reseller and systems integrator, stated that it configured, installed and offered technical help for Redstone Federal Credit Union (RFCU) to implement Intelligence Group Inc.’s (ININ) Customer Interaction Center (CIC), a contact center and enterprise IP telephony software suite.

Employing over 800 people at over 24 branch locations across Alabama with $3.5 billion in assets, RFCU was looking for a replacement for its existing enterprise telephony system that powered its RFCU member services center that catered to over 350,000 members. It found difficulties in managing its multiple standalone systems and wanted a single platform. CIC supposedly satisfied its requirements.

Harry Gunsallus, executive vice president and chief information officer at Redstone, said, “The selection of Adapt and its Interactive Intelligence solution over alternative platforms was based upon the simplistic yet scalable architecture found in CIC. CIC integrates in real time to Redstone’s Open Solutions (now FiSERV) core Banking System.”

Gunsallus added, “We will be using multimedia queuing, recording, workforce management, disaster recovery and the new Interaction Analyzer speech analytics product to spot keywords and phrases spoken by our members, score our agents and help them improve their everyday performance. Beyond today, CIC’s flexibility will enable us to develop and deploy our own applications and then sell those solutions through our consulting subsidiary.”

According to ININ, its CIC equips one’s contact center with a standards-based, multichannel software platform to blend all media types with their business systems. It makes use of real-time and historical information to organize the service experience in a seamless and expedient manner. It can enable IP communications with existing resources and the CIC’s suite of integrated contact center applications brings interaction processes and customer service best practices together.

Adapt asserted that it has an extensive focus in the financial industry with more than 90 financial clients across 27 states and these institutions range in size from $100 million in assets to over $8 billion. 

Edited by Ryan Sartor

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