Toyota driving forward with Interactive Intelligence

Toyota has deployed Interactive Intelligence's all-in-one IP business communications software suite, Customer Interaction Center (CIC).

The financial services section of New Zealand's largest motor vehicle manufacturer is using CIC to manage the telephony requirements of its national customer contact centre and Auckland-based main office.

Going live in August this year, Interactive Intelligence says CIC is already delivering an improved flow of calls and new self-help options resulting in a better experience for customers and less double handling of calls by staff.

The IP-based solution has enabled the company to rationalise its number of phone lines, thereby reducing the cost of phone bills, while the ability to redirect incoming faxes to the company email system is delivering savings in handling and printing costs.

“In selecting the solution we were after flexibility and scalability in regards to enabling our company's expansion," says Glenn Armishaw, development group manager, Toyota Financial Services.

"We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons.

"We also sought integration with our CRM package and core receivables systems, plus looked for 'future proofing' as best possible.”