Toyota Financial Services Builds Business Continuity with Interactive Intelligence
IP communications platform supports business growth, improves customer service and reduces business risk
Auckland, 12 November 2012 - Toyota Financial Services New Zealand (TFS), New Zealand's largest motor vehicle
manufacturer-owned finance company, has announced the deployment of Interactive Intelligence Group Inc.'s all-in-one IP
business communications software suite, Customer Interaction Center (CIC). The company is using CIC to manage the
telephony requirements of its national customer contact centre and Auckland-based main office, along with the co-located
Auckland Sales Office of sister organisation, Toyota New Zealand.
CIC went live in August and is already delivering an improved flow of calls and new self-help options resulting in a
better experience for customers and less double handling of calls by staff. In addition, the ability to contact specific
staff more directly is providing time-saving benefits to callers in regular contact with TFS.
The IP-based solution has enabled the company to rationalise its number of phone lines, thereby reducing the cost of
phone bills, while the ability to redirect incoming faxes to the company email system is delivering savings in handling
and printing costs. Importantly, CIC also provides TFS with the assurance of an enhanced disaster recovery and business
continuity capability through the ability to quickly and easily redeploy telephony services to alternate sites.
Glenn Armishaw, Development Group Manager, Toyota Financial Services said, “In selecting the solution we were after
flexibility and scalability in regards to enabling our company's expansion. We wanted the ability to add functionality
for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance
reasons. We also sought integration with our CRM package and core receivables systems, plus looked for 'future proofing'
as best possible.”
Toyota Financial Services was established in 1989 and today has over $900 million in assets. The organisation offers a
comprehensive range of vehicle financial, leasing and insurance products to customers via 50 Toyota Customer Centres
nationwide, direct though its offices in Auckland, Wellington and Christchurch, and online.
Interactive Intelligence partner and business communications solutions specialist, Amtel, was responsible for the
deployment of CIC at TFS.
About Toyota Financial Services
One of the first finance companies established by Toyota outside of Japan, Toyota Financial Services New Zealand has
operated in New Zealand since 1989. Globally Toyota Financial Services operates in over 30 countries and regions and has
in excess of $USD100bn in total assets and over 17 million customers.
In New Zealand TFS offers a full range of motor vehicle financing, leasing, fleet management and motor vehicle and
payment protection insurance products. It has grown to be one of New Zealand’s largest finance companies being the
biggest motor vehicle manufacturer-owned company in New Zealand with over 30,000 vehicles on the road. TFS New Zealand
has an Aa2/AA- credit rating (as rated by Moodys and Standard & Poors), reflecting the strength of our parent company.
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact centre automation, unified
communications, and business process automation software and services. The company's unified IP business communications
solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services,
insurance, outsourcers, collections, and utilities. Interactive Intelligence was founded in 1994 and has more than 4,500
customers worldwide. The company is among Forbes Magazine's 2011 Best Small Companies in America and Software Magazine's
2011 Top 500 Global Software and Service Providers. It employs more than 1,000 people and is headquartered in
Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and
Asia Pacific.
About Amtel
Amtel Communications is the New Zealand provider of Interactive Intelligence
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