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First Bank of Highland Park Chooses Adapt Telephony Services for Contact Center Needs

January 15, 2013
By Amanda Ciccatelli, TMCnet Web Editor

Today, companies of all sizes need to find the right contact center technology that both minimizes costs and improves customer service productivity. 

First Bank of Highland Park selected Adapt Telephony Services, LLC, of Oak Brook to provide technical support for the Interactive Intelligence (News - Alert) Group Inc.'s contact center and enterprise IP telephony software suite, Customer Interaction Center (CIC). CIC will upgrade the contact center by replacing the aging telephony system with a single platform.

Adapt, a reseller and systems integrator that delivers, develops, installs and supports unified IP business communications, has produced contact center automation, enterprise IP telephony and business process automation solutions for hundreds of client sites.  

"We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its single-platform, all-in-one software architecture," said Thomas J. Olivieri, executive vice president & director of operations at First Bank of Highland Park, in a statement.

At First Bank, the system will handle communication like IP PBX (News - Alert), unified messaging, voice mail, faxing, interactive voice response (IVR), automatic call distribution (ACD), recording and reporting. First Bank's bottom line will benefit from physical cost and utility savings due to the reduction in the number of servers required and lower energy consumption.

"The scalable architecture eliminates voice boards and multiple points of failure. Also, CIC is the only solution that provides full redundancy across all applications; we know have a very strong business continuity plan in place,” continued Olivieri.

CIC's IVR menu and skills-based routing will help First Bank of Highland Park get callers to the right person faster, increasing productivity. The company’s old system required time-consuming reports from IT staff, but now CIC accesses real-time information without IT involvement. “We'll be able to make better, more informed decisions more quickly,” he explained.

According to Sherry A. Peterson, vice president of First Bank, the company is currently exploring use of CIC custom applications that are specific to the financial industry.  It will be taking advantage of Adapt's 15 years of experience deploying and supporting the system using its CIC-certified staff.

She commented, “This gives us confidence we'll receive full value from our investment - in the technology and in the talents of Adapt's team."

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Allison Boccamazzo

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