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Stanley Works to Improve Customer Service With Communications Software

Posted on: Friday, 9 February 2007, 09:00 CST

Tools and hardware maker Stanley Works has deployed IP-based business communications software from Interactive Intelligence as part of a strategy to improve its customer service.

The software, Customer Interaction Center (CIC), was initially deployed by Stanley Works in September 2006 and is being used to replace the company's numerous legacy PBX systems from Avaya, Nortel, Siemens and others.

Currently, CIC provides Stanley Works with several IP telephony-based software applications, which are used by its enterprise users across multiple sites. The company plans to expand its deployment of CIC to additional North American sites.

In addition to CIC, Stanley Works has deployed Interaction SIP Proxy by Interactive Intelligence, a server-based appliance used to route session initiation protocol (SIP)-based calls over IP networks. This appliance includes the ability to dynamically redirect calls in the event of an emergency, and to adjust call loads across sites during spikes in volume.

Stanley Works has integrated CIC with its existing Cisco Systems IPCC design, which the company uses to run its contact centers.

"As a global company with an aggressive acquisition strategy, we knew we needed to consolidate our multiple, disparate communications systems in order to provide the most cost-effective, redundant and reliable service to our customers, while keeping pace with our rapid growth," said Scott Rudden, director of worldwide telecommunications and network engineering for Stanley Works.

Source: Datamonitor

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