CONTACT CENTER CORNER: Dickinson Financial Adds Intervoice

Doug Mohney — Wed, 02 Jul 2008 09:18:00 -0400

Dickinson Financial Corporation (DFC) has selected Intervoice's IP Contact Center (IPCC) solution to extend its current IVR transactions to live agents; DFC has been an existing Intervoice IVR customer.

Headquartered in Kansas City, Mo. DFC is the holding company for Bank Midwest and five affiliated banks. DFC has a multiple site customer care contact center and expects to benefit from IPCC's built-in CTI and SIP-based architecture for informed contact routing decisions. The built-in CTI capability allows customer data collected during a self-service IVR session to be retained throughout the customer's entire call so customers don't have to repeat their information to a live agent. Customer data is presented to DFC agents via screen pops and because the IPCC solution is switch independent, DFC will be able to leverage the architecture without the need to upgrade their current phone system.

In addition to the screen pop capability, DFC agents will also be able to handle multiple media channels beyond voice, including email, web collaboration, fax call back requests and voice mail messages.

For more:
- DFC adds Intervoice IP Contact Center release

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CONTACT CENTER CORNER: Dickinson Financial Adds Intervoice