Unified communications service provider, Interactive Intelligence, has deployed a new 100-seat Parramatta-based contact centre for residential mortgage finance specialist, Pepper Australia.
The project has gone live, powered by Interactive Intelligence’s Cloud-based all-in-one IP communications software suite, Customer Interaction Centre (CIC).
CIC automatically routes and manages all PSC's inbound and outbound calls, records agent/customer conversations for staff coaching needs. Other CIC tools used enable agent proactivity.
The deployment is the first phase in a project that will see the connection of a second site in North Sydney and an additional 90 administrative and management staff users by June.
The Parramatta contact centre, known as the Pepper Servicing Centre (PSC), was established to manage a rise in call volumes and house new staff following Pepper's acquisition of GE Capital Australia and New Zealand home loan portfolio.
Pepper head of IT, James Henshaw, said the reason for choosing Interactive Intelligence was its requirement for a solution that supports the PSC by providing contact centre automation and unified messaging capabilities.
“It had to be Cloud-based to give us the flexibility to expand with additional sites over time. We chose CIC because it did all this plus it is an all inclusive system that doesn't require lots of plug ins or interfaces to third party systems,” he said.