Interactive Intelligence Announces New Version of IP Contact Center Software
November 14 2005 - 9:28AM
PR Newswire (US)
Major upgrade delivers increased scalability, enhanced agent
optimization, and superior enterprise messaging capabilities
INDIANAPOLIS, Nov. 14 /PRNewswire-FirstCall/ -- Interactive
Intelligence Inc. (NASDAQ:ININ), a global developer of business
communications software, announced availability of a major upgrade
to its flagship IP contact center software, Customer Interaction
Center(R) (CIC). (Logo:
http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO ) The new
version of CIC provides three important new capabilities. First,
the release introduces a new session initiation protocol-based
Interaction Media Server(TM), which provides a dramatic increase in
IP system scalability and reliability by transferring the majority
of all media processing to the dedicated media server. Second, CIC
delivers additional agent optimization enhancements including
screen recording, whisper coaching and agent alerts. The final
addition to the release targets the product's enterprise telephony
users with enhancements to the voice messaging component of the
offering; including a speech recognition interface for message
management and the addition of customer-configurable voicemail
menus. "This release is a significant step forward, with clearly
demonstrable cost savings and functionality benefits for our
customers. With these additions, CIC becomes a viable option for
nearly any size contact center," said Dr. Donald Brown, Interactive
Intelligence president and chief executive officer. "We have
continued to respond to customers who want the rich functionality
of CIC in larger size deployments. With the addition of the SIP
Interaction Media Server, we are delivering improved scalability
and reliability at a reduced cost for larger deployments. The other
product enhancements associated with this release continue to
broaden our appeal as an innovative enterprise-wide alternative to
competitor's proprietary, hardware- centric offerings." "As a
long-time Interactive Intelligence customer, we were already
familiar with the many benefits its standards-based, 'all-in-one'
product architecture offered," said Chris Adomaitis, vice president
of network and telecom services for Dialogue Marketing, a
Michigan-based provider of CRM solutions. "When we learned about
the latest version of CIC, however, we got really excited because
it offered us what no other vendor could -- no sacrifice of current
features when migrating to SIP-based VoIP, a truly open, SIP-based
approach versus a few proprietary SIP extensions, and a totally
unique SIP media server for potentially dramatic cost savings."
Increased Scalability, Improved Reliability, Decreased Costs The
addition of the new SIP Interaction Media Server increases
scalability by moving audio recording and audio processing from the
CIC server to the dedicated media server. In CIC deployments that
include voice board hardware, scalability has more than doubled to
1,000 supported agents per system. In an all-software deployment of
CIC, scalability has increased about 12 times, from 25 agents to
approximately 300. By eliminating a single point of failure,
Interaction Media Server also gives organizations the added benefit
of increased reliability. The architecture of the Interaction Media
Server means that in the event of a failure of the CIC server,
calls remain connected without user disruption. Additionally,
because the media server also reduces the reliance on third- party
software and hardware in many configurations, contact centers can
leverage much larger VoIP deployments at cost savings of up to 40
percent. Agent Optimization Affordable, integrated agent
optimization functionality becomes a reality with the latest
version of CIC. Additions include screen recording -- synchronizing
screen recordings with audio recording files. The addition of
multimedia screen recording extends management's ability to mentor
and improve agent effectiveness for all interaction types. CIC 2.4
also introduces support for real-time and alert-based agent
messaging, agent real-time queue status, and whisper coaching. All
of these features are designed to increase agent productivity and
improve customer service levels. By leveraging existing CIC
telephony resources, these integrated agent optimization
capabilities are finally affordable for small to mid-sized contact
centers. Enhanced Messaging Since the product's introduction,
Customer Interaction Center has proven effective for formal and
informal contact centers, as well as for the business users inside
the organization. CIC 2.4 builds upon these enterprise telephony
capabilities with enhancements to the product's voice messaging
system. These enhancements include speech-enabled command and
control, as well as the addition of configurable voice mail menus
that mimic pre-existing system options for reduced training
requirements. The latest version of CIC, which is sold through the
Interactive Intelligence global network of approximately 160
value-added resellers, will be generally available by the end of
the 2005. For more information about CIC, visit
http://www.inin.com/Products/cic/cic.asp . About Interactive
Intelligence Interactive Intelligence Inc. (NASDAQ:ININ) offers
business communications innovation, experience and value with
software solutions for IP contact centers, enterprise IP telephony,
self-service automation, and unified communications and messaging.
The company was founded in 1994 and has more than 1,500 customers
worldwide. Recent awards include 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
of Interactive Intelligence Inc., +1-317-715-8220, Web site:
http://www.inin.com/ http://www.inin.com/Products/cic/cic.asp
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