First Bank of Highland Park taps Adapt Telephony Services for Contact Center needs

Jan 09, 2013 - First Bank of Highland Park has selected Adapt Telephony Services, LLC, of Oak Brook to configure, install and provide technical support for the Interactive Intelligence Group Inc.'s contact center and enterprise IP telephony software suite, Customer Interaction Center(R) (CIC).

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The all-in-one unified communication platform will be deployed by Adapt throughout First Bank's organization. Adapt has an extensive focus in the financial industry with more than 80 financial clients across 27 states. These institutions range in size from $100 million in assets to over $7 billion. Adapt was named the Interactive Intelligence Worldwide Partner of the Year for both 2011 and 2010, a competition among 375 resellers and systems integrators globally.

The privately-owned community bank has served area clients since 1955. CIC will upgrade the contact center by replacing an aging enterprise telephony system with a single platform. First Bank no longer will need to manage multiple standalone systems loosely integrated from multiple vendors.

CIC simplifies IT management while enabling cost-effective, multichannel customer service. At First Bank, the system will handle all types of communication such as IP PBX, unified messaging, voice mail, faxing, interactive voice response (IVR), automatic call distribution (ACD), recording and reporting. First Bank's bottom line will benefit from physical cost and utility savings due to the reduction in the number of servers required and lower overall energy consumption.

"We explored numerous options and evaluated several different contact center and enterprise telephony vendors, but chose CIC because of its unique single-platform, all-in-one software architecture," said Thomas J. Olivieri, Executive Vice President & Director of Operations at First Bank of Highland Park. "The scalable architecture eliminates voice boards and multiple points of failure. Also, CIC is the only solution that provides full redundancy across all applications; we know have a very strong business continuity plan in place."

Mr. Olivieri said CIC's customizable IVR menu and skills-based routing "will help us get callers to the right person faster for more effective client service. Reducing the number of transferred calls means First Bank's productivity will increase."

The old system, he noted, often required time-consuming reports from IT staff. CIC "accesses real-time information without IT involvement. We'll be able to make better, more informed decisions more quickly."

Sherry A. Peterson, Vice President, added First Bank "is now exploring use of numerous CIC custom applications that are specific to the financial industry. Throughout, we'll be taking advantage of Adapt's 15 years of experience deploying and supporting this system using its highly trained and CIC-certified staff. This gives us confidence we'll receive full value from our investment - in the technology and in the talents of Adapt's team."

About First Bank of Highland Park

First Bank of Highland Park was chartered by the State of Illinois in 1955. That year, it opened its first location as a storefront property on Second Street in Highland Park. In 1964 the bank moved to its present headquarters at 1835 First Street. A second office is located in Northbrook. First Bank of Highland Park today is a leading community bank on Chicago's North Shore. For more information, write to inquiry@firstbankhp.com or call (847) 432-7800.

About Adapt Telephony Services, LLC

Adapt is one of the most highly honored resellers and systems integrators in North America and delivers, develops, installs and supports unified IP business communications. Adapt's principal product offering, the market-leading Interactive Intelligence all-in-one multichannel software platform called Customer Interaction Center, is optimized by trained, certified professionals spearheading application development, system installation and support. Founded in 1997, Adapt has produced contact center automation, enterprise IP telephony and business process automation solutions at hundreds of client sites. The company is headquartered in Oak Brook, Illinois, and has employees throughout the U.S. They specialize in sales, development, systems engineering and implementation, project management and technical product support. For more information, visit www.teamadapt.com or call (630) 468-7500.

About Interactive Intelligence


Interactive Intelligence Group Inc.is a global provider of unified business communications solutions for contact center automation, enterprise IP telephony, and business process automation. The company's solutions, which can be deployed via an on-premise or hosted model, include vertical-specific applications for insurance and collections. Interactive Intelligence was founded in 1994 and has more than 4,000 customers worldwide. The company is among Forbes' 2011 Best Small Companies in America, and Software Magazine's 2011 Top 500 Global Software and Services Suppliers. It employs approximately 1,000 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 (317) 872-3000 or info@inin.com.

Category: Call Centre Solutions

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Added By: Sam Heggie-Collins on 09th Jan 2013 - 12:30
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