Nortel replaced as Redstone FCU Adapts

OAK BROOK, USA: Redstone Federal Credit Union (RFCU) has selected Adapt Telephony Services, LLC, 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 (CIC). The unified communication platform will be deployed by Adapt throughout RFCU's organization.

RFCU has more than 350,000 members, 800 employees, 24 branch locations across Alabama and assets of more than $3.5 billion. CIC's capabilities will upgrade the RFCU member services center by replacing an aging Nortel enterprise telephony system with a single platform. RFCU no longer will need to manage multiple standalone systems loosely integrated from multiple vendors.

The selection of Adapt and its Interactive Intelligence solution over alternative platforms was based upon the simplistic yet scalable architecture found in CIC, says Harry Gunsallus, Redstone's EVP/CIO and President of Redstone Consulting Group. "CIC integrates in real time to Redstone's Open Solutions (now FiSERV) core Banking System," he notes.

"We will be using multimedia queuing, recording, workforce management, disaster recovery and the new Interaction Analyzer speech analytics product to spot keywords and phrases spoken by our members, score our agents and help them improve their everyday performance. Beyond today, CIC's flexibility will enable us to develop and deploy our own applications and then sell those solutions through our consulting subsidiary."