Adapt Telephony Services of Oak Brook have been chosen by First Bank of Highland Park for its contact center requirements. Adapt has been chosen to configure the Interactive Intelligence (News - Alert) Group Inc.'s contact center and enterprise IP telephony software suite, Customer Interaction Center (CIC).
Leveraging its experience with over 80 financial clients across 27 states, Adapt will deploy the all-in-one unified communication platform throughout First Bank's organization. Adapt has extensive experience in deploying the CIC suite and was recognized as the Interactive Intelligence Worldwide Partner of the Year for two consecutive years in 2010 and 2011.
In addition, thanks to the CIC suite, First Bank will be free from the need to manage multiple standalone systems integrated from multiple vendors.
“We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its unique single-platform, all-in-one software architecture,” said Thomas J. Olivieri, executive vice president & director of operations at First Bank of Highland Park, in a statement.
First Bank's productivity will increase in the coming days as CIC's customizable IVR menu and skills-based routing will ensure that the bank get callers to the right person faster to deliver more effective client service.
Looking forward, First bank will consider using several CIC custom applications that are specific to the financial industry. CIC boasts several capabilities such as enabling cost-effective, multichannel customer service and simplification of IT management. This solution suite will successfully handle all types of communication at First Bank. The bank expects several benefits from this deployment including reduced overall energy consumption and physical cost and utility savings.
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Edited by Amanda Ciccatelli