Case Study: Deltek achieves improved customer service and agent productivity with Altivon

Integrated solution results in improved customer service and increased agent productivity

Deltek, a global enterprise software provider headquartered in Herndon, VA, needed to replace its hosted contact center solution as it rapidly grew through mergers and acquisitions. The company wanted better reporting, easier integration with its RightNow customer experience platform, and more reliable support for 200 agents across multiple contact centers, which it engaged Altivon to help deliver.

Altivon implemented Interactive Intelligence’s Customer Interaction Center (CIC) with RightNow integration, plus managed services and related tools. The new setup enabled screen-pop, customized IVRs, improved routing, and easier onboarding of remote agents, while raising uptime to 99.9% and significantly improving customer service and agent productivity.

Deltek

Brian Daniell

Vice President of Customer Care