Interactive Intelligence Announces Desktop Client and e-Service Enhancements to its Contact Center Suite
May 02 2005 - 9:00AM
PR Newswire (US)
Interactive Intelligence Announces Desktop Client and e-Service
Enhancements to its Contact Center Suite New Features Ease
Deployment and Management, and Offer Greater Flexibility
INDIANAPOLIS, May 2 /PRNewswire-FirstCall/ -- Interactive
Intelligence Inc. (NASDAQ:ININ), a global developer of business
communications software, announced enhancements to its
award-winning contact center suite -- Customer Interaction
Center(R) (CIC). The software upgrade provides broader desktop
client support through several new client interfaces, as well as
the introduction of enhanced Web self-service and e-mail response
management capabilities. (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) "Our latest
client enhancements were designed for faster deployment, simplified
management, and more flexible and efficient communications," said
Interactive Intelligence president and chief executive officer, Dr.
Donald E. Brown. Long-recognized for its innovative design, the
Interactive Intelligence software includes multimedia routing and
queuing, speech-enabled interactive voice response, call recording,
Web chat, and more, all offered as part of a bundled communications
application suite based on open standards and capable of running on
both traditional and voice over IP (VoIP) networks. With this
latest release, new options to CIC provide client integrations for
Microsoft Outlook(R), Microsoft CRM(R), and Microsoft Great
Plains(R), along with a new "thin" client version called
Interaction Client .NET Edition for zero-effort deployment. The new
version of CIC also includes enhancements to its easy-to-use
knowledge management system, called e-FAQ(R), which offers
automated responses to e-mail and Web inquires. This functionality
enables customers to reduce costs by speeding self-service
resolution in response to contact center inquiries, thus freeing up
agents' time to deal with more complex interactions. "The latest
Interactive Intelligence feature enhancements help address today's
contact center needs by empowering customers to more rapidly
respond to industry trends such as the growing uptake of voice over
IP, a rapidly growing remote workforce, and the pressing need for
cost-effective mid-market contact center solutions," said Blair
Pleasant, president and principal analyst with COMMfusion, a
consulting and market research firm specializing in voice/data
convergence markets and technologies. Desktop Client Enhancements
The latest edition of CIC is pre-integrated with a number of
Microsoft's most popular business applications, including Microsoft
Outlook, Microsoft Great Plains, and Microsoft CRM. Out-of-the-box
screen-pops and IVR integration for Microsoft Great Plains and
Microsoft CRM are also available. With these client integrations,
users can perform all standard call- handling functions directly
from the Microsoft(R) application of their choice, as well as
receive screen-pops containing critical caller information. This
out-of-the-box functionality is ideal for medium-sized contact
centers that require ease of integration with existing
applications, thus eliminating the time and cost associated with
CTI projects. The enhanced version of CIC also provides integration
with Microsoft Live Communications Server(R), which provides its
own instant messaging and presence awareness capabilities. This
integration enables the two systems to interoperate, which includes
the ability for CIC users to view LCS user status, send session
initiation protocol (SIP) calls and IM sessions to LCS users, and
more. CIC's new Interaction Client .NET Edition includes rich
functionality designed for more flexible and efficient
communications, such as the ability to configure information views
for faster look-ups; enhanced alerts to more easily identify
incoming calls; the ability to configure personal rules for
customized call-handling; and a personal rules wizard that
simplifies customization. Additionally, Interactive Intelligence's
"thin" client strategy enables organizations to more quickly and
easily deploy its software for large numbers of distributed users
by reducing bandwidth requirements and eliminating the need to
install software at each desktop. e-Service Enhancements
Interactive Intelligence has also enhanced its Web self-service and
e-mail response management system, e-FAQ(R). e-FAQ's Web-based
authoring interface and linguistic analysis and artificial
intelligence techniques were designed to reduce e-mail and
Web-based response time; improve response accuracy; improve
operational efficiencies; enhance customer service; and reduce
costs associated with multi-channel interactions. The latest
enhancements to e-FAQ include an auto-detect search option that
further increases response accuracy rates; enhancements to Boolean
searches for more flexible search options; a Rich Text Editor for
simplified knowledge base content authoring; and extended
multi-lingual capabilities ideal for multinational companies. The
latest versions of CIC and e-FAQ will be made generally available
this month, and are offered through Interactive Intelligence's
global network of approximately 160 value-added resellers. For more
information about CIC, visit
http://www.inin.com/Products/cic/cic.asp . For more information
about e-FAQ, visit http://www.inin.com/Products/E-faq/e-faq.asp .
About Interactive Intelligence Interactive Intelligence Inc.
(NASDAQ:ININ) is a global developer of business communications
software for IP telephony, contact center automation, unified
communications, and customer self-service. The company was founded
in 1994 and has approximately 1,500 customers worldwide. Recent
awards include Software Magazine's 2004 Top 500 Global Software and
Services Companies, and Frost & Sullivan's 2004 Product
Innovation Award. Interactive Intelligence employs approximately
350 people and is headquartered in Indianapolis. The company has 12
offices throughout North America, Europe and Asia. Interactive
Intelligence can be reached at +1 317.872.3000 or ; on the Web:
http://www.inin.com/ . This release contains certain
forward-looking statements that involve a number of risks and
uncertainties. Factors that could cause actual results to differ
materially are described in the company's SEC filings. Interactive
Intelligence Inc. is the owner of the marks INTERACTIVE
INTELLIGENCE, its associated LOGO and numerous other marks. All
other trademarks mentioned in this document are the property of
their respective owners. Contacts: Christine Holley Director,
Market Communications Interactive Intelligence Inc. +1 317.715.8220
Grace Paik The Horn Group +1 415.905.4041
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO
http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence
Inc. CONTACT: Christine Holley, Director, Market Communications of
Interactive Intelligence Inc., +1-317-715-8220, ; or Grace Paik of
The Horn Group, +1-415-905-4041, Web site: http://www.inin.com/
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