INDIANAPOLIS & TORONTO-- When Pizza Pizza Limited (TSX: PZA.UN), a prominent
restaurant chain in Canada, began working with Interactive Intelligence
(Nasdaq: ININ) nearly 10 years ago, the company needed a strategy for using
work-at-home call center agents. By deploying communications technology that
supported these at-home agents, the pizza chain believed it could improve
hiring and retention rates, while lowering overhead costs.
Since its deployment of the Interactive Intelligence all-in-one IP
communications software suite, Customer Interaction Center® (CIC), Pizza Pizza
has done just that.
"CIC has enabled us to process more than 30 million orders per year, with 85
percent of those orders taken over the phone by more than 350 work-at-home
agents," said Pizza Pizza`s network telecommunications and security manager,
Amar Narain. "As a result, we`ve been able to attract and retain the highest
quality agents for improved customer service, while decreasing overhead costs by
more than 25 percent."
In addition to supporting its work-at-home agents, CIC also supports about 300
agents located at Pizza Pizza`s main call centers in Ottawa; Hamilton, Ontario;
and Edmonton, Alberta.
CIC`s built-in voice over IP (VoIP) and software-based, all-in-one architecture,
enable remote agents to use a session initiation protocol (SIP) headset or
remote connectivity to a home phone or mobile phone without the need for ISDN
lines or call routing limitations. It gives remote agents multichannel
capabilities, and provides all the same functionality as in-office agents,
including call processing and recording, back-end database access, and presence
management. CIC also enables supervisors to remotely monitor and coach agents in
Based on the success of its deployment, Pizza Pizza has already expanded its use
of CIC to support all of its corporate head office users, as well as users at
three new office locations throughout Western Canada as a result of a recent
pizza chain acquisition. The expansion, completed Aug. 31, 2009, was in
conjunction with Pizza Pizza`s headquarters move from downtown Toronto to a new
state-of-the-art, energy-efficient building on the city`s west side.
"By replacing our existing multi-vendor systems with CIC to consolidate all of
our locations, we can further reduce costs and improve operational
efficiencies," Narain said. "In addition, we`ll be able to run more accurate
reports so we can more effectively share resources across time zones and plan
ahead for call spikes."
By leveraging its agents across time zones to better manage peaks in call volume
for all its 600 locations, Pizza Pizza also anticipates a reduction in on-hold
times for improved customer service. Pizza Pizza will also deploy a CIC add-on
application called Interaction Recorder® to improve agent training and quality
"Our agents will be able to take orders for any store regardless of geography,
while being able to access customized menus that feature specialty pizzas and
discounts specific to a location or region," Narain said.
"Throughout our 10-year relationship with Interactive Intelligence we`ve been
extremely impressed with its product innovation and customer-oriented attitude,"
said Paul Goddard, vice president of enterprise development for Pizza Pizza.
"Interactive Intelligence has been so easy to work with and has responded to our
input by adding new features that continue to help us provide the best service
in the industry."
About Pizza Pizza and Pizza 73
Founded in 1967, Pizza Pizza is an industry pioneer and Canada`s number one
pizza chain. With the 2007 acquisition of Pizza 73, a leader in Western Canada
since 1985, Pizza Pizza operates more than 600 traditional and non-traditional
restaurants coast to coast. Pizza Pizza has introduced numerous innovations such
as whole-wheat multi-grain dough, a gluten-free crust, and the elimination of
industrially-added trans-fats from all menu items. Through the years the company
has been a loyal supporter of community groups, helping to organize fundraisers,
sponsoring events, and supporting local projects at the corporate and franchise
level. Visit Pizza Pizza at www.pizzapizza.ca and Pizza 73 at www.pizza73.com