Interactive Intelligence Inc, a global developer of business communications software, has made available a new version of its multi-site call routing software, Interaction Director, which adds "generic object routing" to enable distributed contact centres and enterprises to more effectively route and process virtually any type of work task -- from customer service trouble tickets and loan applications, to catalogue orders and address updates.
"The latest version of Interaction Director marks a breakthrough by extending network-based, multi-site call routing to nearly any type of work request imaginable," said Ken Landoline, senior analyst for Yankee Group, a leading IT research advisory and consulting services firm.
"This unique generic object routing across sites is yet another step in the trend we`re seeing toward the increasing interest in remote agent support, the blending of internal and external workforces, and overall multi-site performance optimisation."
Interactive Intelligence customers with distributed operations were key drivers in the decision to add generic object routing, according to the company`s senior vice-president of worldwide marketing, Joseph A Staples.
"We already had a large number of customers using our contact centre automation software`s remote agent and supervisory features, so based on their feedback, the logical next step for us was to create even more effective add-on options for the virtual contact centre," Staples said.
Interaction Director was first released in 1999 as a network-based pre- and post-call routing product designed to work with the company`s contact centre automation software, Customer Interaction Center (CIC). Interaction Director helps organisations improve operational efficiencies by more evenly distributing calls across sites based on real-time information, such as agent availability, skill-sets, and other pre-configured rules. This includes the ability to route faxes, e-mails, and other multimedia interactions from ACD queues across multiple sites and groups.
"We developed Interaction Director as an alternative to competing products with distributed architectures that proved difficult to manage, as well as products offered as part of vendor acquisitions that have typically led to costly and complex integration projects," Staples said. "Because it shares a common architecture with CIC, including a single administrative interface, Interaction Director minimises hardware requirements and simplifies management, thus resulting in a lower total cost of ownership."
The latest version of Interaction Director was released last month and is available through the Interactive Intelligence global value-added reseller channel, as well as the company`s direct sales force.
For more information about Interaction Director, visit http://www.inin.com/Products/Director/director.asp.
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Interactive Intelligence Inc (Nasdaq: ININ) offers business communications software solutions for contact centre automation, enterprise IP telephony, unified communications, and self-service automation. The company was founded in 1994 and has more than 2 000 customers worldwide. Recent awards include CRM Magazine`s 2006 Rising Star Excellence Award, Network Computing Magazine`s 2006 Well-Connected Award, Software Magazine`s 2005 Top 500 Global Software and Services Companies, Miercom`s 2005 Best Integrated Multimedia IP Contact Centre product award, and Frost & Sullivan`s 2005 Excellence in Technology of the Year Award. Interactive Intelligence employs more than 400 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at (+131) 7872 3000 or info@inin.com; on the Net: http://www.inin.com.
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