Interactive Intelligence Upgrades Intelligent Multi-Site Routing Software
June 29 2005 - 2:08PM
PR Newswire (US)
Interactive Intelligence Upgrades Intelligent Multi-Site Routing
Software New features designed to increase scalability, simplify
administration, and improve skills-based routing and multimedia
queuing INDIANAPOLIS, June 29 /PRNewswire-FirstCall/ -- Interactive
Intelligence Inc. (NASDAQ:ININ), a global developer of business
communications software, announced upgrades to its intelligent
multi-site routing software, Interaction Director(R). (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) Interaction
Director offers network-based pre- and post-call routing to help
distributed organizations with high call volumes meet service level
goals, while improving customer satisfaction, reducing cost and
complexity, and incorporating a disaster recovery strategy. The
upgraded product, offered as an add-on to the company's contact
center automation software, Customer Interaction Center(R) (CIC),
is scheduled for general availability June 30, and includes
enhancements designed to increase scalability, simplify
administration, and improve skills-based routing and multimedia
queuing. "The latest Interaction Director enhancements further add
value to a product that has helped us address the challenge of
cost-effectively and simply deploying a network-based routing
product," said Scott Armstrong, vice president of contact center
technologies for InfoCision Management Corp., the world's third
largest privately held teleservices company. Increased Scalability
Interaction Director now offers optimized configuration updates
between the Director and monitored CIC servers for better
efficiency and capacity, which has increased scalability from about
1,000 agents, to about 4,000 agents based on call volume.
Simplified Administration All Interaction Director configurations
can now be accomplished using a graphical user interface tool,
Interaction Administrator(R), which offers intuitive drag-and-drop
functionality to configure interaction parameters, such as priority
and in-queue timeouts, error recovery, skill assignment, pre- queue
overflow conditions, and more. Improved Skills-based Routing &
Multimedia Queuing Interaction Director now offers additional
criteria that can be factored into skills-based routing. The
product can also now evaluate the entire pool of waiting
interactions coming from all queues on all monitored CIC servers.
New e-mail queuing enables organizations to process e-mail as
efficiently and effectively as calls. Other Interaction Director
enhancements include improved reporting and supervisory monitoring,
increased reliability, and additional customization options for
scoring. "We built Interaction Director as an alternative to
traditional routing products that force organizations to learn new
interfaces for administration and management, integrate a multitude
of new products and servers, and sacrifice open standards," said
Interactive Intelligence president and chief executive officer, Dr.
Donald E. Brown. "The latest version of Director builds on its
inherent advantages, giving distributed organizations the lowest
total cost of ownership, along with the fastest return on
investment." Interaction Director was first released in 1999 and is
targeted at in- house multi-site contact centers, and distributed
teleservices firms. The latest release is offered through
Interactive Intelligence's global network of approximately 160
value-added resellers. For more information about Interaction
Director, visit http://www.inin.com/Products/Director/director.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, the 2004 Network World 200, 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 Pacific. 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/
http://www.inin.com/Products/Director/director.asp
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