Interactive Intelligence Releases Enhanced Multi-Site Call Routing Software
July 05 2006 - 1:21PM
Business Wire
Interactive Intelligence Inc. (Nasdaq:ININ), a global developer of
business communications software, has made available a new version
of its multi-site call routing software, Interaction Director(R),
which adds "generic object routing" to enable distributed contact
centers and enterprises to more effectively route and process
virtually any type of work task -- from customer service trouble
tickets and loan applications, to catalog orders and address
updates. "The latest version of Interaction Director marks a
breakthrough by extending network-based, multi-site call routing to
nearly any type of work request imaginable," said Ken Landoline,
senior analyst for Yankee Group, a leading IT research advisory and
consulting services firm. "This unique generic object routing
across sites is yet another step in the trend we're seeing toward
the increasing interest in remote agent support, the blending of
internal and external workforces, and overall multi-site
performance optimization." Interactive Intelligence customers with
distributed operations were key drivers in the decision to add
generic object routing, according to the company's senior vice
president of worldwide marketing, Joseph A. Staples. "We already
had a large number of customers using our contact center automation
software's remote agent and supervisory features, so based on their
feedback, the logical next step for us was to create even more
effective add-on options for the virtual contact center," Staples
said. Interaction Director was first released in 1999 as a
network-based pre- and post-call routing product designed to work
with the company's contact center automation software, Customer
Interaction Center(R) (CIC). Interaction Director helps
organizations improve operational efficiencies by more evenly
distributing calls across sites based on real-time information,
such as agent availability, skill-sets, and other pre-configured
rules. This includes the ability to route faxes, e-mails, and other
multimedia interactions from ACD queues across multiple sites and
groups. "We developed Interaction Director as an alternative to
competing products with distributed architectures that proved
difficult to manage, as well as products offered as part of vendor
acquisitions that have typically led to costly and complex
integration projects," Staples said. "Because it shares a common
architecture with CIC, including a single administrative interface,
Interaction Director minimizes hardware requirements and simplifies
management, thus resulting in a lower total cost of ownership." The
latest version of Interaction Director was released last month and
is available through the Interactive Intelligence global
value-added reseller channel, as well as the company's direct sales
force. For more information about Interaction Director, visit
http://www.inin.com/Products/Director/director.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.
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From May 2024 to Jun 2024
Interactive Intelligence Grp., Inc. (NASDAQ:ININ)
Historical Stock Chart
From Jun 2023 to Jun 2024