Gary Porto

“I Wanted a Partner Who Was Able To Install the Solution, then Adapt it to Our Changing Needs”

Gary Porto, what prompted you to seek help from Interact Strategies?

We were looking for a new contact center for our call center in Edison, NJ. It was not possible with the technology we had to handle all the calls using our current system. So we went out and looked for a new system. Francois and Interact Strategies were recommended to us. We were very impressed with the technology that was offered from Interact Intelligence.

What about the installation process? Was it difficult?
The installation process was extremely easy, not as difficult as we thought it might be. We wound up installing the system into our call center in Edison, NJ and that went very smoothly. Then, about six months later, once we saw the capabilities of the system and how well it was running in Edison, we expanded that system to our Lincoln, NE facility which really improved the efficiency and service levels in both call centers.

What was different about working with Francois?

Francois understands the technology very, very well. He understood it so well that he was able to recommend an architecture that would work for us. Combining two centers, we’re a very large call center taking 20k calls a day, was a very complicated configuration but Francois was extremely valuable in making sure that the way we “architected” it was the way that it would be most effective.

What would you say is the highlight of your experience with Interact Strategies? What is the number one aspect of their services that gave you confidence in them?

Francois, even though his company is small, had a knowledge of the system and the way that it worked that none of the other companies had. So, for me, that was the most important thing. I needed a partner who was going to be able to install the solution effectively and also morph and change the system to adapt to our changing needs.

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