Stanley Works Deploys Business Communications Software

The Stanley Works, the manufacturer of tools, hardware and security solutions, deploys IP-based business communications software by Interactive Intelligence Inc. as part of its ongoing pursuit to provide the highest quality service to customers. The software, called Customer Interaction Center (CIC), was initially deployed by Stanley Works in September 2006, and is being used to replace the company's numerous legacy PBX systems from Avaya, Nortel, Siemens and others. "As a global company with an aggressive acquisition strategy, we knew we needed to consolidate our multiple, disparate communications systems in order to provide the most cost-effective, redundant and reliable service to our customers, while keeping pace with our rapid growth," says Scott Rudden, director of worldwide telecommunications and network engineering for Stanley Works. Currently, CIC provides Stanley Works with several IP telephony-based software applications leveraged by its enterprise users across multiple sites. "We plan on expanding the deployment of CIC to additional sites across North America as part of our migration strategy to convert traditional legacy environments to voice over IP (VoIP) and SIP-based architectures," Rudden said. In addition to CIC, Stanley Works has deployed Interaction SIP Proxy by Interactive Intelligence, a server-based appliance used to intelligently and securely route session initiation protocol (SIP)-based calls over IP networks, including the ability to dynamically redirect calls in the event of an emergency, and to adjust call loads across sites during spikes in volume. Stanley Works has integrated CIC with its existing Cisco Systems IPCC design, which the company uses to run its contact centers.