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Case Studies

Interactive Intelligence has helped more than 4,000 customers worldwide achieve incredible ROI through the implementation of our software solution in their business environment.

Our customers represent a wide range of brand-name companies, including Abbott Labs, Amway, ASPCA, BMW, Bosch Group, Ceridian, Citrix Online Division, Computershare, Eli Lilly and Company, Finish Line, Harvard University, Honda, Kohl’s Department Stores, Microsoft, Motorola, Nautilus, Random House Group, Sony, US Airways, Volvo, and Walgreens.


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Featured Success Stories

Defender Direct

Headquarters: Indianapolis, IN
Industry: Business Services
Product Replaced:
Hosted contact center solution
Number of Users:
Agents: 450
Business Users: 50
Challenge: Replace hosted solution with customizable, feature-rich, and more cost-effective on-premise contact center solution.
Products Deployed:Customer Interaction Center™ (CIC)
Interaction Recorder®
Interaction Dialer®
Benefits:
  • Agent productivity increased by 40%for outbound sales
  • Automated dialing for collections led to significant increase in revenue
  • Response time to customer inquiries via the web reduced to one to two minutes
  • Ease-of-customization and real-time access to more detailed data resulted in more effective IVR system; improved customer service
  • New monitoring and reporting capabilities have improved agent utilization



Defender Direct

Headquarters: Exton, PA
Industry: Services
Product Replaced:
Hosted contact center solution
Number of Users:
Agents: 450
Business Users: 50
Challenge: Connect with customers via email and Web chat, in addition to phone; take advantage of new technologies; allow for future expansion.
Products Deployed:CaaS Contact Center is a communications-as-a-service offering that provides contact center services such as IVR, ACD, and call recording, with clients paying only for the capabilities and agents/business users they need.
Benefits:
  • Time needed for common tasks reduced by as much as 15 seconds per call
  • Thousands of dollars per month saved on toll-free costs
  • Improved service management for clients, including skills-based routing