Interactive Intelligence Group Inc : Northwest Multiple Listing Service Selects Interactive Intelligence Unified IP Business Communications Solution
06/25/2012| 10:05am US/Eastern
Real estate listing service to use all-in-one IP communications
software suite to increase distributed workforce efficiencies and
improve member service
Northwest Multiple Listing Service (Northwest MLS) has
selected Interactive Intelligence Group Inc.'s (Nasdaq: ININ) all-in-one
IP communications software suite, Customer Interaction
The real estate listing service is replacing a Nortel telephony system
with CIC, which will support all employees at its Kirkland, Wash.
headquarters, and at the company's 16 satellite locations.
"We selected CIC because its single-platform, all-in-one architecture
would most effectively support our mission of providing exemplary
customer service to our membership of more than 21,000 real estate
professionals across the state," said Northwest MLS president and CEO,
Northwest MLS plans to use CIC to improve the efficiency of its
distributed workforce. "When call volume is heavy in one location, we'll
use CIC to automatically route calls to another office," Hurdelbrink
said. "Similarly, when a particular area is affected by weather-related
interruptions, calls can be routed to a different location or to
employees working from home. This will enable us to respond more quickly
and consistently to our members."
will also give Northwest MLS members a new callback queue option.
"Callers who do not want to wait on hold for the next available
representative can elect to disconnect and keep their place in queue,"
Hurdelbrink said. "When it's their turn, CIC will automatically dial
them back. This will further enhance our member service experience."
Northwest MLS will also use CIC to develop customized reports to more
efficiently schedule and evaluate staff, according to Hurdelbrink. "CIC
will give us improved reporting metrics for increased insight into
employee performance and processes," he said. "This will help us more
effectively allocate resources, while further enhancing member service."
Interactive Intelligence reseller, KRP
Communications, will provide CIC deployment services and ongoing
maintenance for Northwest MLS.
About Northwest MLS
Northwest Multiple Listing Service,
owned by its member real estate firms, is the largest full-service MLS
in the Northwest. Its membership includes more than 21,000 real estate
brokers. The organization, based in Kirkland, Wash., serves 21 counties
throughout Washington State.
About Interactive Intelligence
Group Inc. (Nasdaq: ININ) is a global provider of contact center
automation, unified communications, and business process automation
software and services. The company's unified IP business communications
solutions, which can be deployed on-premise or via the cloud, are ideal
for industries such as financial services, insurance, outsourcers,
collections, and utilities. Interactive Intelligence was founded in 1994
and has more than 4,500 customers worldwide. The company is among Forbes
Magazine's 2011 Best Small Companies in America and Software Magazine's
2011 Top 500 Global Software and Service Providers. It employs more than
1,000 people and is headquartered in Indianapolis, Indiana. The company
has offices throughout North America, Latin America, Europe, Middle
East, Africa and Asia Pacific. Interactive Intelligence can be reached
at +1 317.872.3000 or firstname.lastname@example.org;
on the Net: www.inin.com.
This release may contain certain forward-looking statements that involve
a number of risks and uncertainties. Factors that could cause actual
results to differ materially are described in the company's SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All other
trademarks mentioned in this document are the property of their
Northwest Multiple Listing Service
Tom Hurdelbrink, +1 425-820-9200
Christine Holley, +1 317-715-8220
Director of Market Communications
© Business Wire 2012