Intelligent Multi-Site Routing Software by Interactive Intelligence Named ICCM Best of Show
October 10 2005 - 10:01AM
PR Newswire (US)
INDIANAPOLIS, Oct. 10 /PRNewswire-FirstCall/ -- The International
Call Center Management Conference & Exposition honored
Interactive Intelligence Inc. (NASDAQ:ININ) with its Best of Show
award in the category of VoIP Applications at a ceremony last month
in Las Vegas. (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) Interactive
Intelligence received the award on behalf of its intelligent
multi-site routing software, Interaction Director(R) -- a
network-based pre- and post-call routing product that uses
innovative VoIP technologies, such as session initiation protocol,
to help distributed contact centers more effectively meet service
level goals, while increasing customer satisfaction, reducing cost
and complexity, and improving disaster recovery capabilities. "The
winners in this year's ICCM Best of Show demonstrated ease of
integration and implementation, system quality, customer service
features, and return on investment in their category," said Kerry
Gumas, chief executive officer and president of Questex Media Group
Inc. Interaction Director won the award following rigorous
evaluation by a team of independent judges from such prestigious
firms as the Call Center Industry Advisory Council, The Call Center
School, McGee-Smith Analytics, Real Market, Saddletree Research,
Speech Technology Magazine, The Unified-View, and Ventana Research.
Interaction Director, which was first released in 1999, helps
organizations more effectively distribute both calls and e-mails
between sites by automatically determining the location and agents
that are best able to take the interactions based on pre-set
criteria, such as number of available agents and agent skill type.
Director's unique ability to offer virtual contact center
capabilities across distributed sites means that organizations can
consolidate agents and more effectively take advantage of lower
cost agents by using occupancy rates. As an add-on product to the
company's contact center automation software, Interaction Director
makes use of innovative VoIP technologies, such as the emerging SIP
standard, which offers an open alternative to proprietary
solutions. Interactive Intelligence's contact center automation
software reduces the number of systems per site, and with virtual
queues using Director, organizations can now transform multiple,
disparate contact centers into a unified front, processing customer
interactions as if they were a single entity. The product is
targeted at in-house multi-site contact centers and distributed
teleservices firms, in particular large organizations with high
call volumes. Interaction Director 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. The ICCM
Conference & Expo Best of Show awards honor exhibitors and
products with the best potential to change the future of the
contact center industry. The presentations were made during a
ceremony held Sept. 27 at ICCM Conference & Expo at the
Bellagio Hotel in Las Vegas. ICCM is produced by Questex Media
Group Inc. (http://www.questex.com/), a global, diversified
business-to-business integrated media provider headquartered in
Newton, MA. For more information about ICCM, visit
http://www.iccm.com/. About Interactive Intelligence Interactive
Intelligence Inc. (NASDAQ:ININ) offers business communications
innovation, experience and value with software solutions for
enterprise IP telephony, contact center automation, customer
self-service, and unified communications and messaging. The company
was founded in 1994 and has more than 1,500 customers worldwide.
Recent awards include the 2004 Network World 200, Software
Magazine's 2005 Top 500 Global Software and Services Companies,
Miercom's 2005 Best Integrated Multimedia IP Contact Center product
award, and Frost & Sullivan's 2005 Excellence in Technology of
the Year 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 of
Market Communications Interactive Intelligence Inc. +1 317.715.8220
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO
http://photoarchive.ap.org/ DATASOURCE: Interactive Intelligence
Inc. CONTACT: Christine Holley, Director of Market Communications,
Interactive Intelligence Inc., +1-317-715-8220, Web site:
http://www.inin.com/ http://www.iccm.com/ http://www.questex.com/
http://www.inin.com/Products/Director/director.asp
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