INDIANAPOLIS & MONTREAL, June 18 /CNW/ - Canadian-based outsourcer,
Nordia, received the Interactive Intelligence Inc. (Nasdaq: ININ) Innovators
Award last month for its IP-based deployment of the vendor's unified,
"all-in-one" contact center automation software.
An Interactive Intelligence customer since 2000, Nordia deployed the
vendor's SIP-based Customer Interaction Center(R) (CIC) software to support
one of the largest IP migration projects in Canada, with five distributed
contact centers and 2,200 agents handling 100 million customer contacts per
Of its 2,500 global customers, Interactive Intelligence honors just one
end-user annually with its Innovators Award, which is based on the most unique
and extensive use of the company's software, along with the ability to show
Nordia best met these award criteria this year with a "virtualized"
voice-over-IP network resulting in a return on investment in less than six
months; a reduction in contact center services deployment time from several
weeks to less than one week; a 25 percent increase in annual revenue through
improved operational efficiencies; and decreased costs, including a reduction
of 15 percent of its T1 lines - the equivalent of nearly $100,000 annually.
Nordia was also able to pass along a $500,000 annual reduction in toll
charges to one of its clients, and the company eliminated the investment
required to open a new site by improving remaining capacity utilization.
Furthermore, a teleconferencing add-on module that the company integrated to
CIC called the "Nordia Teleconferencing Solution," which has generated revenue
of about $10,000 per month, realized a return on investment in just over a
"We selected the Interactive Intelligence software based on its
end-to-end SIP support, its flexible, single-platform architecture, and its
breadth and depth of applications," said Nordia's vice president of
information technology, Pierre Grimard. "By fully exploiting these attributes
we've been able to deploy a 'future-proofed,' cost-effective, and truly
innovative IP-based solution that provides maximum benefit to our clients."
Nordia uses CIC's full breadth of applications to optimize agent
productivity at the desktop, including automatic call distribution,
interactive voice response, conferencing, outbound dialing, multimedia
recording and logging, and supervisory monitoring.
"Nordia's deployment is not just impressive due to its size and extensive
use of IP, but because of how the company has used CIC's flexible
customization options," said Interactive Intelligence founder and CEO, Dr.
Donald E. Brown. "For instance, Nordia uses CIC to route not just calls, but
'generic objects,' such as Web-based trouble tickets. It also uses TTY, a
telecommunications device for the deaf, so CIC can process interactions from
the hearing impaired. Through innovative uses of CIC such as these, Nordia has
taken full advantage of the kind of customer empowerment we believe is the
hallmark of our offering."
Nordia has used CIC to centralize its multi-site operations through
functionality such as common agent queues, which links agents across multiple
contact centers, making more agents available to handle interactions, and also
enabling them to request assistance from supervisors regardless of location.
This centralized functionality has also enabled Nordia to simplify IT
administration and management, according to Grimard.
"In our world of multiple services and sites, it would've been incredibly
expensive to integrate and upgrade duplicate systems," Grimard said. "This is
compounded by the complexity associated with maintaining things like duplicate
call routing rules. Using CIC running on IP to 'virtualize' our network, we
were able to eliminate this cost and complexity, which has directly resulted
in reduced staffing requirements and shorter hold-times."
Interactive Intelligence honored Nordia with its Innovators Award during
the vendor's annual User Forum held in May at its global headquarters in
Nordia, a world-class multi-contact customer care solutions provider, is
part of one of the largest contact center networks in the world operating on
three continents. Over 2,200 employees in five contact centres based in Quebec
and Ontario handle 24/7 services in French, English and Spanish for Canadian
and American companies in industry sectors such as telecommunications,
financial services, banking, e-finance solutions, government, marketing, etc.
Nordia's extensive range of customized inbound & outbound services is designed
to enhance its clients' reputation and brand recognition to help them retain
their customers and to grow their loyalty. Nordia also offers specialized
programs such as Directory Assistance, Teleconference & Relay services
(Canada, U.S.). A fully integrated multimedia suite of e-mail, text-chat, fax,
voice, as well as self-service solutions, IP telephony and transparent
multi-site capacity are also part of Nordia's numerous advantages. For more
information, visit www.nordia.ca.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider of
business communications software and services for contact center automation
and enterprise IP telephony. The company was founded in 1994 and has more than
2,500 customers worldwide. Recent awards include the 2006 Network World 200,
CRM Magazine's 2006 Rising Star Excellence Award, Network Computing Magazine's
2006 Well-Connected Award, and Software Magazine's 2006 Top 500 Global
Software and Services Companies. Interactive Intelligence employs
approximately 525 people and is headquartered in Indianapolis, Indiana. The
company has five global corporate offices, with additional sales offices
throughout North America, Europe and Asia Pacific. Interactive Intelligence
can be reached at +1 317.872.3000 or email@example.com; on the Net:
This release contains 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 respective
For further information:
For further information: Nordia Pierre Grimard, 514-858-4347
Vice-President, Information Technology firstname.lastname@example.org or Interactive
Intelligence Inc. Christine Holley, 317-715-8220 Director of Market