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The Car Finance Company deploys a cloud-based contact centre

Antony Savvas | Aug. 26, 2014
Uses advanced technologies such as interactive voice response and real-time speech analytics.

The Car Finance Company has deployed a cloud-based customer service centre from Interactive Intelligence.

The Car Finance Company uses a system called Passtime to help its customers repair and rebuild their credit rating. The company fits the Passtime device to customers' new cars to help them keep their repayments up to date, and this process helps secure advantageous loan terms for customers.

Richard Pink of the Car Finance Company said: "We selected the Interactive Intelligence solution to ensure we maintain the highest levels of customer service, and its scalability significantly reduces our operational costs as we no longer need to overflow calls to outsourcers."

The CaaS (communications-as-a-service) platform provides an all-in-one solution that manages and blends inbound multichannel interactions to give customers a wider choice of contact and connectivity options.

The tailored contact centre solution also includes enhanced CRM integration to streamline the customer care process. It uses advanced technologies and applications such as IVR (interactive voice response), Interaction Analyzer for intelligent real time speech analytics and the workforce management software application Interaction Optimizer.


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