WebRTC Solutions Industry News

TMCNet:  Avtex Wins Interactive Intelligence 2013 Vision Award

[June 11, 2013]

Avtex Wins Interactive Intelligence 2013 Vision Award

MINNEAPOLIS --(Business Wire)--

Avtex, a national provider of customer experience technologies and services, has received the Interactive Intelligence (News - Alert) 2013 Vision Award. Interactive Intelligence, a global provider of unified IP business communications software and services, created its Vision Award to honor the reseller that has shown the most innovative application and forward-thinking use of its all-in-one IP communications software suite.

Avtex (News - Alert) received the award for its integration of the Interactive Intelligence Customer Interaction Center (CIC) software suite with the Microsoft Dynamics CRM system to enhance concierge services from MyAssist, a Noel Group company. MyAssist is a live-agent personal assistance and concierge solution that provides 24/7 access to experts in travel and reservation services, online research, emergency services and medical assistance.

"Avtex has truly shown its visionary capabilities with this integrated solution by going above and beyond the customer's initial requirements," said Interactive Intelligence VP of sales, Paul Weber. "This award underscores the unique value Avtex delivers by offering the right technology and expertise to optimize customer experiences. As the Noel Group project shows, these unique capabilities are having a significant and positive impact on real-life businesses."

The Avtex integration "pops" reevant information from both the CIC telephony and Microsoft (News - Alert) CRM systems on each MyAssist agent desktop, thus giving users a comprehensive customer profile with name, location and request simultaneous with the call.

"When we started talking to vendors about enhancing our CRM system, Avtex said, 'not only can we make your CRM goals a reality, we will integrate your call center functions and make it all work together from a single, scalable system,'" said Noel Group's marketing director, Brad Rutta. "This was huge for us, because it meant we could get everything done through a single vendor. Today, we are working from a far faster system that enables us to deliver exceptional service through our contact center. We have taken the personal assistance and concierge service to a whole new level of speed and personalization."

With the previous MyAssist agent support system, CRM and telephony functionality were separate. Agents had to toggle between multiple applications to get information about incoming callers. To address these issues, Avtex leveraged the flexibility of CIC to combine telephony and resource management functionality into one application, thus giving agents a single desktop interface for faster, more effective customer service. The system currently supports a staff of 80 MyAssist agents serving more than 1.6 million end-users around the world. Average daily call volumes exceed 2,500.

About Avtex
Avtex, a Pohlad (News - Alert) Family Company, provides professional services and strategic consulting encompassing a full 360° suite of solutions including user experience design, application development, unified communications, contact centers, portals, and customer relationship management. Driven by technology know-how and passionate about customer experience, Avtex is uniquely qualified to help clients deliver exceptional experiences to their customers using technology. Backed by strategic partnerships with Microsoft and Interactive Intelligence, Avtex is truly a breadth and depth provider of customer experience technology solutions. Find out more about Avtex online at www.avtex.com or follow Avtex on Twitter (News - Alert) at @avtex.


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