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Archive for November, 2014

Mark Group to Increase Agent Productivity

November 20th, 2014

Following the successful implementation of CallScripter within their Leicester based contact centre, we asked Mark Group to tell us the story of how they came to choose CallScripter and how the application is benefiting their business.

We engaged with CallScripter following a detailed procurement process involving a number of suppliers following an identified business need to provide a technology solution to manage and maintain our outbound and inbound call activities. We were attracted to the CallScripter system over other vendors due to the software’s ease of use and speed of integration into our current operations.

The system has been an invaluable tool for Mark Group since its implementation in December 2013. It has allowed us to manage a multitude of outbound calling and marketing campaigns in an effective and dynamic way, many of which were done on tight timescales. As a software solution it provides a fully modular and customisable approach to script design which allows us to tailor each individual campaign around the customers we are targeting, ensuring our agents always have the most accurate and relevant data available to them when tackling the variety of activities we handle on a daily basis.

One year on the system has become a staple of day-to-day life within our contact centre environment. Its ease of management and the level of automation presence ensure the system requires minimal time investment on daily configuration, but provides the maximum level of return on investment. This includes everything from detailed agent and campaign level metrics and scheduled management information reporting, to processing of large quantities of customer information in a fluid and easy to use way, for even the technically unconfident users.

Having spent the last year working closely with the team at CallScripter to maximise the benefit and its integration potential with other software such as our telephony infrastructure and CRM based platforms, I cannot speak highly enough of the support and guidance provided.

We are gaining a greater understanding of the potential of the system to support our business and I look forward to seeing what new challenges we can overcome with the use of CallScripter in the future.

For press enquiries please contact:
Cassie Booth, Senior Marketing Manager
0116 236 6523

About Mark Group
Mark Group is an international company which began insulating homes back in 1974. Today the Group helps over 7,000 buildings become more energy efficient every week from over 30 worldwide locations.  Its services are tailored for individual homeowners, as well as builders, architects, local authorities, government bodies and commercial developers.  Grants are available to many homeowners and Mark Group’s dedicated team of surveyors and installers provide expert advice, service and customer care in helping homeowners access funds.

 About CallScripter
CallScripter is dramatically increasing contact centre business performance by ensuring agents provide a consistent customer experience at all times. Delivering the most advanced agent scripting application worldwide, CallScripter enables contact centres to reduce cost, adhere to compliance regulations and improve efficiency for a holistic customer journey across all touchpoints.

CallScripter at Interactive Intelligence Customer Event

November 5th, 2014

Interactive Intelligence is hosting the Future Forum 2014 Conference at the Hockenheimring race track in Germany on 12th November. The conference will analyse the latest trends and practices in customer service with industry experts, keynote speakers, and pioneer case studies.

“We are delighted to welcome renowned experts and decision makers from the area of contact and service center for us,” said Wolfhart Krischke, Director of Interactive Intelligence in Germany and host of the event. “The Future Forum 2014 underscores our leadership in solutions for the modern customer communication. It provides an ideal platform to discuss with clients and other experts the latest trends and to design new solutions.”

Highlights of the event include the keynote address by Alexander Michael, Director of Consulting at Frost & Sullivan’s ‘The cloud-based Omnikanal contact center is the future – Hot Trends in 2015’ and the Interactive panel discussion: ‘The customer power – impotence of the company?’ Also, there are interesting best practice presentations that show how successful companies address these challenges. A particular highlight is the guest appearance of motorcycle world champion Jon Ekerold who’s inspirational speech focuses on vision and motivation from the perspective of a top athlete.

CallScripter’s relationship with Interactive Intelligence has developed significantly over the last year following the integration of our latest scripting software. We are delighted to be able to support this event by sponsoring the evening dinner and fireworks. International Channel Director, Jane Brett and Technical Director, Ken Tracy will be attending on behalf of CallScripter.

“Our goal is to ensure our joint customers turn their customer’s experience into a competitive weapon,” says Jane Brett “Our part of the jigsaw is to enable the Agents to focus on their actual conversation with the customer.”

About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ, is a world leading software developer and provider of services for contact centers, unified communications, and automation of business processes that enhance the quality of customer service. The IP-based communications solution for business clients can be operated both locally and in the cloud. Also, industry-specific solutions, e.g., for insurance, outsourcers, utilities, the financial industry and collection services are offered. Interactive Intelligence was founded in 1994 and has more than 6,000 customers worldwide. The company is part according to the 2013 Software Magazine’s top 500 global software and services provider. Also, Interactive Intelligence has received in the last five consecutive years, a Contact Centre Company of the Year Award from Frost & Sullivan.
Interactive Intelligence employs over 2,000 people and is headquartered in Indianapolis, Indiana, USA. The software developer with offices in North and South America, Europe, the Middle East, Africa and Asia. The German office is in Frankfurt am Main.