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TMCNet:  Quality Bicycle Products Improves Service Levels by Deploying Interactive Intelligence IP Business Communications Software

[September 05, 2012]

Quality Bicycle Products Improves Service Levels by Deploying Interactive Intelligence IP Business Communications Software

INDIANAPOLIS & BLOOMINGTON, Minn. --(Business Wire)--

Quality Bicycle Products (QBP), a wholesale distributor of bicycle parts, accessories and apparel, has improved customer service levels as a result of deploying the Interactive Intelligence (News - Alert) (Nasdaq: ININ) all-in-one IP communications software suite, Customer Interaction Center (CIC).

QBP replaced its existing Mitel (News - Alert) system with CIC, which supports all 670 employees located at QBP's headquarters in Bloomington, Minn. and at its distribution centers in Ogden, Utah, and Harrisburg, Pa.

"Our main priority was to get away from proprietary systems that limited our ability to serve customers," said QBP's chief information officer, Jed Hicks. "CIC gave us more functionality, helped us consolidate interfaces, and easily integrated with our email, CRM, and chat systems. This has enabled our employees to respond faster and more effectively to customers."

CIC's skills-based routing capability has contributed to QBP's improved service levels. "We handle more than 250,000 calls per year from 5,000 dealers," Hicks said. "CIC let us set up routing rules based on our product lines and employee expertise to ensure dealers are matched with the person best suited to meet their unique needs."

QBP also uses CIC's remote agent support to extend customer service. "CIC gives our remote and mobile employees the same functionality as those working at headquarters," Hicks said. "Now, calls can be routed to an employee's home office or smartphone, thus extending our service capabilities while enabling us to hire the best representatives regardless of their location."

QBP employees make use of CIC's presence management feature for increased internal efficiencies. "CIC's presence indicator enables employees to quickly see the status of co-workers - whether available, at lunch, and so on," Hicks said. "Combined with CIC's directory look-up and desktop call control features, this has saved us enormous amounts of time otherwise spent chasing employees, leaving messages, and returning calls."

Additionally, CIC has helped QBP reduce costs. "CIC has minimized the number of communications systems required to run our business, thus saving us money associated with integration, management and administration," Hicks said.

For QBP, selecting a communications system that supported the company's core value of serving customers was key to CIC's overall success: "CIC's open, single-platform software architecture gave us the flexibility to conduct business in ways we simply couldn't before," Hicks said. "It's transformed our communications system from a point of frustration and pain, to one of empowerment."

About Quality Bicycle Products

Quality Bicycle Products (QBP) is a leading distributor for the cycling industry. Carrying more than 36,000 products from 450 vendors, the company offers domestic and international retailers a wide array of products and services, including a 1,720-page catalog; an online ordering system; a renowned custom-wheel service; a specialty bike-building program; and more. The company owns four bike brands, including All-City, Civia, Salsa Cycles, and Surly. QBP is also the exclusive U.S. distributor of Ridley, a Belgian manufacturer of road, mountain, and cyclocross bikes. Through its Q-Outdoor division, QBP distributes products to independent ski, run, and outdoor retailers. A strong proponent of environmental business practices, QBP operates two LEED-certified, Gold-level distribution centers and office complexes in Bloomington, Minn. and Ogden, Utah. For more information call 800-346-0004, or visit

About Interactive Intelligence

Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company's unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500 customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's 2011 Top 500 Global Software and Service Providers. It employs more than 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 +1 317.872.3000 or; on the Net:

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 (News - Alert) filings.

Interactive Intelligence Inc. 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.


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