Interactive Intelligence releases new version of predictive dialler

Interactive Intelligence Inc, a global developer of business communications software, has announced local availability of its latest Interaction Dialer product, which provides outbound dialling and campaign management for contact centres, teleservices firms and collections operations.

Interaction Dialer is an add-on module to the company`s contact centre automation software, Customer Interaction Center (CIC), so organisations don`t have to purchase a separate PBX/IP PBX, or integrate ACD functionality, thus resulting in lower costs, simplified management, and true end-to-end reporting.

The latest release of Interaction Dialer, version 2.4, includes improvements to its patented pacing algorithm, which maintains the optimum balance between low abandon rates and maximum agent utilisation; a single "Health View" interface that enables supervisors to monitor and analyse dialler statistics from campaigns, workflows and outbound calls; and a "Contact Import Wizard" that simplifies campaign management by providing a tool to import records into call list tables from a variety of commonly used sources, including CSV files, Microsoft Access, Microsoft Excel, SQL Server and Oracle.

Interaction Dialer enhances agent productivity through proactive predictive dialling and campaign management capabilities, such as the identification of busy, no answer and fax machine tones when making calls.

"No time is wasted on these unproductive call attempts, as only when a call is successful will the system connect it to an available agent," David Paulding, Regional Sales Manager, UK & Africa said. "Should the call be unsuccessful, the system will automatically place the dialled number back into the database queue and attempt to call the next number on the list - agents thus handle significantly more interactions per hour than ever before."

Interaction Dialer offers scripting capabilities, so companies can input relevant information to guarantee their agents say the right things and ask the right questions. Scripting tools offer the ability to segment the sales process, affording contact centre managers the ability to identify the most and least successful stages in a call.

"Good scripting enables the agent to deliver the appropriate message to the called party, thus, has a substantial impact on agent productivity," Paulding said.

By building efficient and effective campaigns using a pre-integrated solution with powerful campaign controls, diallers have shown a return on investment within a few short months.

"Whether used for telemarketing, debt collections, fundraising or relationship management purposes, an effective automatic outbound dialler can considerably boost the performance of any contact centre, enhance the organisation`s bottom line and produce remarkable results," Paulding concluded.

Interaction Dialer 2.4 is available immediately and is offered through the Interactive Intelligence channel in South Africa. For more information about Interaction Dialer, visit http://www.inin.com/Products/Dialer/dialer.asp.