Interactive Intelligence Inc has made generally available its new contact centre workforce management software module, Interaction Optimizer.
The company designed Interaction Optimizer to offer affordable forecasting, scheduling and real-time adherence capabilities to contact centres of all sizes.
By more effectively matching a workforce to its workload, these capabilities can help contact centres lower costs, increase agent productivity, improve customer service, and ensure regulatory compliance.
Interaction Optimizer will be offered as an optional, pre-integrated component of the Interactive Intelligence contact centre automation software suite, Customer Interaction Centre (CIC). "We selected Interaction Optimizer because we wanted to do more than simply manage our workforce - we wanted to truly optimise it - and as an add-on to CIC, that's exactly what we got," said contact centre director for VEGAS.com, Rob Cate.
"Using the same CIC platform, Interaction Optimizer not only gives us true real-time adherence and detailed historical ACD data, it also offers access to a complete set of optimisation tools like recording, quality monitoring and multimedia features, which give us single reports across calls, faxes, e-mails and Web chats, all with a few clicks of the mouse instead of days of manual number crunching.
"Add to this reduced cost and complexity by eliminating integration and multiple administration points, and we've got everything we need to optimise our workforce now and into the future no matter how fast we grow," Cate concluded.
As a pre-integrated component of the company's software suite, Interaction Optimizer makes full use of CIC's automatic call distribution data, which includes multi-channel routing, thus giving customers an exceptionally easy-to-use and accurate method for planning schedules and making changes on-the-fly. Interaction Optimizer's demand forecasting feature includes the ability to create schedule simulations based on virtually unlimited scenarios, such as variances due to seasonal effects and promotional campaigns. This flexibility helps contact centres effectively identify staffing shortages and overages for maximum operational efficiency.
Interaction Optimizer's real-time adherence functionality offers instant notification of compliance with scheduled activities - no lag time between notification and event, as found with many standalone workforce management products, and no separate module to integrate.
In addition to offering all the core functionality required by large organisations, Interaction Optimizer enables small to mid-sized contact centres (25 to 75 agents) to take advantage of this functionality too by eliminating costly and complex integration, and simplifying set-up and configuration.
Interaction Optimizer is currently available worldwide, and is offered through the Interactive Intelligence channel composed of approximately 250 value-added resellers. For more information about Interaction Optimizer, visit Optimizer
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Interactive Intelligence Inc (Nasdaq: ININ) is a global provider of business communications software and services for contact centre automation and enterprise IP telephony. Interactive Intelligence was founded in 1994 and has more than 2 500 customers worldwide. Recent awards include the 2006 Network World 200, CRM Magazine's 2006 Rising Star Excellence Award, Network Computing Magazine's 2006 Well-Connected Award, and Software Magazine's 2006 Top 500 Global Software and Services Companies. Interactive Intelligence employs approximately 450 people and is headquartered in Indianapolis, Indiana. The company has five global corporate offices, with additional sales offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or info@inin.com; on the Net: http://www.inin.com.
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