October 4, 2012

Cover Story

CEO of the Year

Utah’s business landscape is rich with professionals who have le...Read More

Featured Articles

Did you go Skiing this winter?

Around Utah

Sections

Spotlight
Martin Plaehn

Spotlight
Karen Sendelback

Legal Briefs
Social Media and Employers: Friends or Enemies?

Money Talk
The Case for HSAs

Economic Insight
Time to Show Up

Lessons Learned
Make a Move

TechKnowledge
In the Lab

EntrepreneurEdge
Rent to Own

Business Trends
Back from the Dead

Executive Living
Artful Inspiration

Features
A Breath of Fresh Air

Features
Worst-Case Scenario

Regional Report
Northern Utah

Focus
Measure Up

Industry Outlook
Travel & Tourism

Players
Players

Article

CCSi Deploys IP Business Communications Software

Press Release

October 4, 2012

CCSi, a taxi dispatch service, has deployed Interactive Intelligence Group Inc.’s (Nasdaq: ININ) all-in-one IP business communications software suite, Customer Interaction Center (CIC).

CCSi, which provides call center services for taxi fleets coast-to-coast, has reported increased reliability, reduced costs, and improved customer service as a result of deploying CIC.

“We serve 15-plus fleets nationwide with more than 2,300 taxis generating up to 25,000 calls a day,” said CCSi general manager and CIO, Egor Shulman. “As a result, the reliability of our communications system is a key factor to growing our business. Since deploying CIC, we’ve gone from preventive system reboots about every two weeks, to absolutely zero downtime.”

CCSi also credits CIC for helping it reduce costs. “CIC’s VoIP-based architecture has enabled us to reduce costs associated with long-distance calls, which has amounted to significant monthly savings,” Shulman said.

CCSi has also reported improved customer service as a result of its CIC deployment.

“CIC’s skills-based routing enables us to more effectively handle multi-language calls, high volume accounts, and more complex interactions such as those for commercial reservations,” Shulman said. “It also helps us train new representatives by starting them out with easier calls based on geography or type of reservation. The end result is better service.”

CIC’s open, software-based architecture has given CCSi ease-of-interoperability, which has further enhanced service. “We’ve been able to easily integrate CIC with our home-grown software, which prompts agents to ask account-specific questions for faster dispatch,” Shulman said. “We’ve also customized CIC so we can store common addresses for repeat customers, and send automated outbound calls notifying customers that their cab is ready.”

CCSi replaced its TeleVantage system with CIC after evaluating systems from Avaya and ShoreTel. It purchased CIC from Interactive Intelligence reseller, Advanced Call Processing (ACP), which also assisted with deployment and provides ongoing support.

“ACP’s configuration and integration experience with CIC gave us a smooth deployment and has maximized our return on investment,” Shulman said.

 “CIC has given us a competitive edge by enabling us to serve our taxi fleets more reliably and cost-effectively with a larger feature set,” Shulman said.

Utah Business Social
UB Events View All
30 Women to Watch 2014!Utah Business Event
May 22, 2014
Thirty of Utah’s most dynamic women will be recognized at the 15th Annual 30 Women to Watch Awar...
Rocky Mountain Leadership ConferenceUtah Business Event
Jun 19, 2014
Utah Business and Hero Partners are thrilled to announce the Rocky Mountain Leadership Conference...
Community Events View All
Responsive Web Design
Apr 23, 2014
Discover the latest techniques to make your website more readable and functional across various s...
Verizon Wireless Hiring Event
Apr 23, 2014
Verizon Wireless is hosting a recruiting event at the Radisson Hotel in downtown SLC (215 W South...

info@utahbusiness.com  |  90 South 400 West, Ste 650 Salt Lake City, Utah 84101   |  (801) 568-0114

Advertise with Utah Business

Submit an Event

* indicates required information
* Event Name:
Price (general):
Website (if applicable):
Coordinator's Name:
Coordinator's Email:
Coordinator's Phone:
Venue Name:
Venue Address:
Venue City:
Venue Zip:
Event Capacity:
Date(s):
to
* Event Description:
  Cancel