Interactive Intelligence, a global developer of business communications software, today launched version 2.3 of its CIC (Customer Interaction Center) software across Europe. CIC is comprehensive communications software designed to improve efficiency in contact centres and other customer driven and communications-heavy environments. The new version is available in 15 languages including English, German, Dutch and even Korean.
CIC, which was first released in 1997, incorporates built-in traditional and IP-based switching with SIP (protocol) support, and a host of applications including multimedia routing and queuing, interactive voice response with speech recognition, screen pop, call recording and monitoring, web chat and call-back and remote agent/worker support. CIC`s business user features include unified messaging, presence management, conferencing and call forward/follow-me. Of particular interest to contact centres are dialler and call recording options.
CIC 2.3 incorporates the following headline features:
* Support for multiple vendors` speech recognition software, allowing the company to offer one of the most comprehensive IVR speech recognition offerings on the market.
* Incorporation of government/financial services class encryption into web services.
* Improved co-browsing on secure websites.
* Interaction Tracker, an optional interaction and contact history management application.
* Additional self-monitoring and diagnostic capabilities increase reliability by pre-empting and resolving system issues such as disk capacity and backed up communications.
* A new set-up wizard with pre-defined instructions that can be prepared remotely, thus reducing the cost, time and inconvenience to the customer of having someone on-site.
"The depth and breadth of our re-vamped speech recognition really sets CIC 2.3 apart from other business comms software," said Tony Martin, Director of Marketing, Interactive Intelligence EMEA. "For organisations looking to lower costs through self service using speech recognition, and to improve customer satisfaction, our new release marks a significant step forward. Improved and simplified configuration administration makes `adds, moves and changes` extremely simple - no more crawling under desks to manually change set ups. This software really does earn its place on any user`s shortlist."
Other features in CIC 2.3 include additional PBX/IP PBX functionality; dynamic audio processing in CIC 2.3`s SIP-based all-software option, which uses Intel`s HMP software instead of voice boards, reducing cost and complexity, improves scalability to around 100 agents on a single server; increased board-based version scalability to around 500 agents on a single server.
Amongst early customers is Ceridian, which provides information services for human resources, transportation and retailing. The software is available now, having been officially released in English in July, and is sold across Europe through Interactive Intelligence`s 37 channel partners.
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Interactive Intelligence Inc. (Nasdaq: ININ) is a global developer of business communications software for IP telephony, contact centre automation, unified communications, and customer self-service. The company was founded in 1994 and has more than 1,000 customers worldwide. Recent company awards include Software Magazine`s 2004 Top 500 Global Software and Services Companies, and Network World Magazine`s 2003 Top 200. Interactive Intelligence employs approximately 350 people and is headquartered in Indianapolis, Indiana, U.S.A. The company has 12 offices throughout North America, Europe and Asia. The EMEA corporate office is located in Uxbridge, England, and serves more than 250 customers throughout EMEA, including companies such as Skandia, and Telefonica. Its telephone number is +44 20 8867 3670; on the Web: http://www.ININ.com.
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