Interactive Intelligence Inc, a global developer of business communications software, released an upgraded version of its contact centre automation software designed to further push customer service throughout the enterprise.
The latest release of the software, Customer Interaction Center (CIC), includes an enhanced Operator Console - a specialised version of the software`s built-in desktop soft phone designed to give receptionists, company operators and contact centre dispatchers faster, easier and more effective methods for directing high-volume call flows.
Adding to the console`s standard call control, presence management and directory look-up features are enhancements to specialised functions, including rapid transfer, docking, speed dial, directory tool bar, keyboard shortcuts, configurable "quick keys", monitored appearances, orbit queues, and "join" and "whisper".
For business users, the latest Interactive Intelligence soft phone version includes voicemail player, fax, and fax monitoring enhancements; new customisable tool bar buttons; and access to Intercom chat. In addition, the company`s Interaction Tracker module, used for basic contact management, gives business users a new "filtered directories" option so they can customise directories based on select contacts and their associated interactions.
In addition to giving receptionists and other business users access to some of the same sophisticated tools used by contact centre agents for improved customer service throughout the enterprise, these new features, offered as part of the Interactive Intelligence unified communications software "suite", eliminates the need for organisations to purchase separate products for business users and agents, while eliminating costly and complex integration - all of this, while gaining the important benefit of end-to-end reporting for a more accurate measure of performance based on enterprise-wide interactions.
"Our latest software enhancements are in response to customers who`ve told us that they`re increasingly driven by the need to improve customer and employee satisfaction, reduce costs, and expand accountability for overall corporate performance objectives," said Joseph A Staples, Interactive Intelligence senior vice-president of worldwide marketing. "By using our software to more effectively harness the broad pool of skills and individuals found beyond the contact centre, organisations can significantly improve customer service, while increasing revenue."
The latest version of CIC also includes enhancements for contact centre managers with its improved Interaction Supervisor module -- a client-side application that displays workgroup and queue statistics. These enhancements include improved chat and ACD-routed e-mail monitoring, and access to historical reporting. An enhanced Supervisory Assistance interface also streamlines the escalation process, helping supervisors to more quickly identify which agents require assistance, and who is responding.
The latest version of CIC is available immediately, and is offered through the Interactive Intelligence global reseller channel, and through the company`s direct sales force. For more information about CIC, visit http://www.inin.com/Products/cic/cic.asp.
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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. The company was founded in 1994 and has more than 2 000 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 more than 400 people and is headquartered in Indianapolis, Indiana. The company has 12 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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