Pensions company overhauls its contact centre

RPMI has used Interactive Intelligence to re-fit its contact centre operations and communications across its London and Darlington sites.

The company, which largely administers pensions for railway employees, has opted for Interactive Intelligence’s Customer Interaction Center (CIC) suite, including Interaction Optimizer and Interaction Feedback.  The all-in-one contact centre solution CIC is a single application suite, supported on a multichannel platform architected for SIP and voice over IP (VoIP).  Interaction Optimizer simplifies the process of scheduling agents in multichannel contact centres, while Interaction Feedback is a post-call survey that allows RPMI to easily and quickly assess its customer service.

RPMI has also enabled its 310 staff to communicate with each other wherever they are and whatever device they are using, by implementing Interactive Intelligence’s unified communication solution: Interaction Conference.

“The key draw for choosing Interactive Intelligence is the all-in-one architecture with everything all under one roof,” says RPMI’s project manager Matt Dixon. “This capability made it the obvious choice. We found previously that when various functions are bolted on to an existing solution in an ad hoc way, your system can become quite complicated and can throw up compatibility issues.

“Interactive Intelligence not only provided what we wanted, but also offered advice and guidance that improved upon what we had planned to do, making processes more efficient. The relationship that we have with Interactive is great and their professional services are second to none. The project was delivered on time and within budget. In all, we have been very impressed with both Interactive Intelligence’s solution and service, and we highly recommend them.”

“It is great that RPMI is so pleased with its Interactive Intelligence experience, but not unexpected,” says Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence. “This instance proves that we can offer customers the best contact and communications solutions on the market, as well as unbeatable customer service.”