Yardi Systems Deploys Unified IP Business Communications Software from Interactive Intelligence

Santa Barbara, Calif.—Yardi Systems, a provider of property management software and services, has deployed unified IP business communications software from Interactive Intelligence Group Inc.

Yardi deployed the Interactive Intelligence all-in-one IP communications software suite, Customer Interaction Center^™ (CIC), to support its four distributed contact centers in Irving, Texas; Colorado Springs, Colo.; Cleveland, Ohio; and Cluj-Napoca, Romania.

“CIC has given us the sophisticated workflow and skills-based routing tools we need to easily and reliably manage an unlimited number of multichannel interactions daily,” said David Felton, call center operations manager for Yardi. “We’ve used CIC to create numerous business rules to effectively manage interactions across our diverse client base, which ranges from commercial and multifamily, to military and university properties. It’s like we’re managing 100 different call centers, yet CIC makes it simple and ensures that our costs are predictable.”

Yardi has also benefited from CIC’s reporting features. “CIC’s comprehensive reporting has enabled our supervisors to drill down into activity by work group and client,” Felton said. “The CIC dashboard enables them to see real-time service levels at a glance. They can also use CIC’s custom controls to set alerts when service levels fall below pre-set minimums.”

Yardi selected CIC over competing systems based on its single-platform, all-in-one architecture. “CIC’s streamlined architecture meant we could get it up and running fast and it met all our functionality needs—from workforce optimization to multichannel interaction management,” Felton said.

Yardi selected CIC based on the recommendation of Interactive Intelligence reseller, Adapt Telephony Services. “We appreciated Adapt’s objective assessment of the competing systems,” Felton said. “They set realistic expectations rather than overpromising to win the business. Adapt was also organized and thorough during deployment, which ensured we stayed on schedule.