Heartland Dental Deploys Interactive Intelligence All-in-One IP
Communications Software Suite
Software suite helps Heartland Dental improve customer service
INDIANAPOLIS & EFFINGHAM, Ill. -- January 7, 2014
Heartland Dental, the largest dental support organization in the country, has
improved customer service as a result of deploying an all-in-one IP
communications software suite from Interactive Intelligence Group Inc.
The software suite, Customer Interaction Center^™(CIC), helped Heartland
Dental improve customer service through its recording, monitoring and
“CIC has given us features that enable supervisors to monitor calls and coach
our contact center agents as needed, even agents working from home,” said
Connie Snyder, director of client services for Heartland Dental. “Agents can
also request supervisory assistance with a click of a button on their computer
screens, which means faster, more effective service.”
CIC’s reporting features have further benefitted Heartland Dental by giving it
new insight into metrics. “CIC gives us reports that show detailed breakouts
of call and agent metrics, such as call volume, length of calls, hold times,
and more,” Snyder said. “This has enabled us to staff and train our agents
Today, CIC supports more than 100 Heartland Dental contact center agents, who
use it to take overflow calls from its 528 affiliated dental offices located
across 26 states. The deployment includes integration between CIC and
Heartland Dental’s internal group practice systems, enabling agents to give
callers a more personalized service experience. CIC also supports more than
200 business users at Heartland Dental, who use its telephony features, such
as unified messaging and conferencing.
Heartland Dental selected CIC to replace its existing PBX/contact center
system, which had a limited feature-set and proved too expensive to upgrade,
according to Gary Wise, director of IT for Heartland Dental.
“After our experience with our first vendor, our main priority was to select a
vendor whose solution was intuitive, configurable, and could give us
meaningful call data,” Wise said. “Equally important, we wanted total
confidence that the vendor could successfully manage our deployment from
design through roll-out. We talked to local businesses with call centers to
find out what solutions they were using and if they were happy. During this
process, Interactive Intelligence rose to the top of the list based on a lot
of positive user feedback.”
Heartland Dental chose Interactive Intelligence based on its solution’s
unified all-in-one architecture. “We loved the fact that we could get
everything we needed from Interactive Intelligence – and all Interactive-built
-- instead of having to purchase and integrate multiple software systems from
different vendors,” Wise said. “Plus, the price point was reasonable.”
An important part of Heartland Dental’s successful CIC deployment was
Interactive Intelligence’s project management team.
“Interactive Intelligence’s project management team was professional,
knowledgeable and always prepared,” Wise said. “That helped our CIC deployment
go smoothly and painlessly.”
About Heartland Dental
Heartland Dental, LLC is one of the leading dental support organizations in
the United States with 528 dental offices located across 26 states. Based in
Effingham, Illinois, Heartland Dental provides affiliated dentists and team
members with continuing professional education and leadership training, along
with a variety of management services, which include staffing, human
relations, procurement, administration, financial, marketing, and information
technology support. For more information, visit www.heartland.com.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of
contact center, unified communications, and business process automation
software and services designed to improve the customer experience. The
company’s solutions, which can be deployed via the cloud or on-premises, are
ideal for industries such as financial services, insurance, outsourcers,
collections and utilities. Interactive Intelligence was founded in 1994 and
has more than 5,000 customers worldwide. The company is among Software
Magazine’s 2013 Top 500 Global Software and Service Providers, and is the
recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence
Award. It has received Frost & Sullivan’s Company of the Year Award, Contact
Center Systems, North America, for the last three consecutive years.
Interactive Intelligence employs more than 1,700 people and is headquartered
in Indianapolis, Indiana. The company has offices throughout North America,
Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive
Intelligence can be reached at +1 317.872.3000 or firstname.lastname@example.org. Visit the
company on the Web at www.inin.com; on Twitter at www.inin.com/twitter; on
Facebook at www.inin.com/facebook; or on LinkedIn at www.inin.com/linkedin.
This release may contain 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 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 owners.
Christine Holley, Senior Director of Market Communications, +1 317-715-8220
Adam Lueken, Public Relations Specialist, +1 217-540-5664
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