“Without their [Avtex] expert assistance, our CRM effort would have failed. Avtex contact center experts integrated our Pivotal CRM to the Interactive Intelligence CIC system within our customer service center. Avtex really knows what customer service is all about.”
Board of Pensions - Evangelical Lutheran Church in America

“Our dentist members love the fax-back option because they don’t have to write down enrollment or benefit status information. It’s also decreased the number of calls [about 20%] that get routed back into our benefits center.”
Delta Dental of Wisconsin

“Avtex and I3 gave CB Burnet a strategic advantage in the new world of real estate reciprocity.”
Coldwell Banker Burnet

“CIC has reduced speed-to-answer time by 20 seconds…and reduced agent talk-time by 14 seconds.”

“We went with CIC because its applications were inherent to the system so it required far fewer interfaces and integration points compared to solutions offered as a result of company acquisitions, mergers and OEM agreements.”

“Avtex got the most out of CIC by taking a lot of time up-front to define our project requirements,” Nelson explains.

“With such a flexible product like CIC, it’s absolutely critical that customers select a knowledgeable integrator that’s proactive and can be counted on to provide honest, informed feedback. Avtex provided us with all of that, and maximized the benefits of CIC by meeting our design requirements that ranged from IVR and dialer customization, to CRM and display board integration.”

“As a loan servicing company, it’s extremely important that we provide top-notch customer service by managing our liabilities effectively. CIC along with help from Avtex, is enabling us to do this with truly stellar results.”
Interaction Dialer has enabled the company to increase daily campaign completion rates from 31 percent to 98 percent.

“Our new dialer’s predictive capability, combined with CIC’s screen pop, has enabled us to take more calls without adding more agents. Most importantly, a host of built-in tracking tools has ensured that increases in productivity haven’t sacrificed our quality assurance efforts.”
FirstMark Services

“We chose CIC based on its cost-effective, non-proprietary architecture, as well as its ability to provide features beyond speech, such as automatic call distribution.”

“CIC tightly integrated ACD and IVR, which both run on a single, standards-based server, plus its intuitive GUI-based customization tool, have eliminated costs associated with computer telephony integration, and gives us the ability to more quickly respond to client requests.”

“CIC’s speech recognition capabilities have resulted in an average 92 percent completion rate, which compares with prior completion rates of only 15 percent based on touchtone.”

“Using CIC’s speech recognition and screen pop technology to reduce call handling time enabled us to provide unique upsell programs for clients that have resulted in significant increases in revenue.”
Communication Data Services, Inc

“We selected CIC because it offered all the features we needed, was easiest to implement, and was the most cost effective system available. CIC’s deep level of integration with our other systems has proven truly amazing.”
Digital River

“CIC has… helped us decrease the initial handle-time of calls by approximately 10 seconds per transaction.”

“Creative Memories has also decreased costs by swapping out its $300 apiece station sets… for standard analog phones supported by CIC.”

“As a result of CIC’s flexible universal queuing feature, the company has increased turnaround time on e-mails from several days to several hours, without sacrificing service via the phone.”

“CIC’s transparent routing… [and] supervisory and reporting functions have reduced the need for supervisory intervention and greatly improved quality of service.”
Creative Memories

“The tightly integrated product line included all the key modules we needed without the extra service costs and headaches to link them together.”

“Avtex provided the people, processes and technology expertise that made our deployment a huge success.”

”We had achieved our 10 percent [call redirect] mark by the middle of 2004 and, as a result, we’re now pushing for a higher redirect percentage and looking at additional ways to utilize e-FAQ and CIC’s Web chat.”

“Another benefit has been the reduction in new agent training, which dropped from three and a half weeks to one week, resulting in cost savings of about $20,000 over an eight-month period.”

“The use of e-FAQ and CIC has reduced our abandon rate by 42 percent.”

“I never thought a contact center system could be so comprehensive and so flexible that it would leverage so many other parts of our infrastructure. Because of this, we’ve enjoyed an even faster return on investment.”
SPS Commerce

"We're incredibly impressed with CIC's ability to improve our numbers so dramatically. Based on call statistics since December, we expect a 12-month return on our investment - a payback that was originally projected to take three years."

“With an increase in IVR use of more than 150 percent since installing CIC, we can now more effectively offload agents so they can deal with complex inquiries, while our members get access to even more information 24 hours a day, seven days a week.”

“Because Avtex was so knowledgeable about the new software, and because of CIC’s open, all-in-one architecture, deployment went very fast.”

"One of the reasons we chose CIC was that its graphical application generator enabled us to quickly create a variety of call flows that gave customers more tailored self-service options. With an increase in IVR use of more 150 percent since installing CIC, we can now more effectively offload agents so they can deal with complex inquiries, while our members get access to even more information 24 hours a day, seven days a week."
Delta Dental of Illinois

“AVTEX was on-site and very responsive to any issues that arose during the transition from one very old voice mail system to the new platform that includes unified messaging. Their staff was thorough and dedicated to making the system work and assists our community with understanding the differences and new features that Communite brought to us. Their perseverance was greatly appreciated by St. Thomas.”
St Thomas University

“ Can anyone really say it enough? Thank you so much for all you have done (and will continue to do:-) to make the Upgrade project a success. While I think the team has felt some bumps and bruises along the way - it has basically been a somewhat seamless process for the end users. Thanks to everyone who has put in the long hours and has worked hard to resolve outstanding issues - the light is definitely at the end of the tunnel and I think we can safely say - that we can all see the light.”
Iowa Student Loans