Kohl’s outsources contact center to the cloud

Menomonee Falls-based Kohl’s Department Stores has entered into a long-term, multi-year contract to migrate its contact center to the Interactive Intelligence Communications-as-a-Service solution.

Kohl’s has been a customer of Indianapolis-based Interactive Intelligence Group Inc. since 1999.
Kohl’s decided that a move to the cloud would enable it to continue to focus on its core business and effectively meet peak seasonal demands. The Interactive Intelligence cloud solution includes a service level agreement that ensures Kohl’s will get optimal maintenance and support.

“Kohl’s is well known for its world-class customer service,” said Interactive Intelligence founder and chief executive officer Donald Brown. “We’re honored that they’ve chosen us as their partner as they move a part of their business to the cloud. We take that responsibility seriously and want to help them offer the best possible experience to each and every Kohl’s customer.”

The Interactive Intelligence CaaS solution will support Kohl’s offices in San Antonio, Texas and Menomonee Falls. The migration will begin immediately and is planned for completion by the end of 2014.

Interactive Intelligence Group is a global provider of contact center, unified communications and business process automation software and services.

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