Interactive Intelligence to Expand Contact Center Software Suite with Workforce Management Module
May 17 2006 - 9:05AM
Business Wire
Interactive Intelligence Inc. (Nasdaq:ININ) said today it will
expand its contact center software suite by adding a new workforce
management module called Interaction Optimizer(TM). The company
designed Interaction Optimizer to offer affordable forecasting,
scheduling, and real-time adherence capabilities to contact centers
of all sizes. By more effectively matching a workforce to its
workload, these capabilities can help contact centers lower costs,
increase agent productivity, improve customer service, and ensure
compliance. Interaction Optimizer will be offered as an optional,
pre-integrated component of the Interactive Intelligence contact
center automation software, Customer Interaction Center(R) (CIC).
"By eliminating the cost and complexity associated with
integration, Interaction Optimizer directly addresses the need for
an affordable, easy-to-use workforce management solution," said Ken
Landoline, senior analyst for Yankee Group. "While highly scalable,
it is particularly attractive to the largely untapped market of
contact centers with fewer than 75 agents. Interaction Optimizer
also effectively addresses agent churn - as high as 30 to 40
percent based on industry averages - by empowering employees with a
fast and simple method for submitting schedule requests tailored to
meet individual needs." As a pre-integrated component of the
company's software suite, Interaction Optimizer makes full use of
CIC's automatic call distribution data, which includes
multi-channel routing, thus giving customers an exceptionally
easy-to-use and accurate method for planning schedules and making
changes on-the-fly. Interaction Optimizer also offers demand
forecasting with the ability to create schedule simulations based
on virtually unlimited scenarios, including variances such as
seasonal effects and promotional campaigns. This flexibility helps
contact centers effectively identify staffing shortages and
overages for maximum operational efficiency. Interaction
Optimizer's real-time adherence feature includes an easy-to-read
graphical interface that helps supervisors quickly identify
out-of-compliance scenarios, while maintaining service levels. "As
part of a cost-effective, truly unified contact center automation
suite - not a solution composed of loosely integrated multi-vendor
products - we believe Interaction Optimizer fills a major void in
the growing workforce optimization market, now worth a hefty $650
million and expected to grow to more than a billion by 2007," said
Interactive Intelligence senior vice president of worldwide
marketing, Joseph A. Staples. Interactive Intelligence plans to
make Interaction Optimizer generally available throughout North
America in early Q3 2006. The product will be offered through the
Interactive Intelligence channel composed of approximately 250
value-added resellers. To learn more about Interaction Optimizer,
visit http://www.inin.com/products/optimizer/optimizer.asp. About
Interactive Intelligence Interactive Intelligence Inc. (Nasdaq:
ININ) offers business communications software solutions for contact
center automation, enterprise IP telephony, unified communications,
and self-service automation. The company was founded in 1994 and
has more than 2,000 customers worldwide. Recent awards include CRM
Magazine's 2006 Rising Star Excellence Award, Network Computing
Magazine's 2006 Well-Connected Award, 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 more than 400 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 info@inin.com; on
the Net: 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.
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