DAYTONA BEACH, FL. - February 25, 2004 - For Immediate Release

Capernaum launched a new help desk solution for Embry-Riddle Aeronautical University’s IT Department this week in Daytona Beach, FL. The IT Department’s help desk now operates Interactive Intelligence’s Enterprise Interaction Center (EIC) to handle all inbound telephone calls and emails.

EIC is an interaction management platform. For Embry-Riddle’s help desk agents, this means Capernaum’s solution will prove especially helpful with processing inbound help desk email interactions. When Embry-Riddle students who are scattered across the world submit an email for technical support, that email is now queued by the ACD engine and delivered to the first available help desk agent. In the past, these emails were directed to a general inbox that was sporadically monitored. Embry-Riddle expects to dramatically reduce the response time for technical support emails which will improve its customer service levels.

The help desk agents will use the same EIC system as their call center platform. Embry-Riddle’s old ACD system was obsolete and did not include many of the supervisory and monitoring functionality they now have with EIC and Capernaum’s product FocalPoint. FocalPoint, which was deployed at the same time as EIC, is a dashboard application that provides help desk agents real time ACD queue stats. There is also a window that operates much like a stock ticker that allows supervisors to communicate with specific agents.

A later phase will allow Embry-Riddle students to communicate with the IT help desk via web chats. Capernaum’s EIC solution will manage the web chats as just another type of interaction that can be queued through the ACD engine. The end result for Embry-Riddle’s IT help desk is that its operations have been streamlined by Capernaum and it can now offer its students more options and better response times for technical support.

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