Interactive Intelligence Releases Upgraded Version of Contact Center Automation Software
October 11 2006 - 12:00PM
Business Wire
Interactive Intelligence Inc. (Nasdaq:ININ), a global developer of
business communications software, released an upgraded version of
its contact center automation software designed to further push
customer service throughout the enterprise. The latest release of
the software, Customer Interaction Center� (CIC), includes an
enhanced Operator Console � a specialized version of the software�s
built-in desktop soft phone designed to give receptionists, company
operators, and contact center dispatchers faster, easier and more
effective methods for directing high-volume call flows. Adding to
the console�s standard call control, presence management and
directory look-up features are enhancements to specialized
functions, including rapid transfer, docking, speed dial, directory
tool bar, keyboard shortcuts, configurable �quick keys,� monitored
appearances, orbit queues, and �join� and �whisper.� For business
users, the latest Interactive Intelligence soft phone version
includes voicemail player, fax, and fax monitoring enhancements;
new customizable tool bar buttons; and access to Intercom chat. In
addition, the company�s Interaction Tracker� module, used for basic
contact management, gives business users a new �filtered
directories� option so they can customize directories based on
select contacts and their associated interactions. In addition to
giving receptionists and other business users access to some of the
same sophisticated tools used by contact center agents for improved
customer service throughout the enterprise, these new features,
offered as part of the Interactive Intelligence unified
communications software �suite,� eliminates the need for
organizations to purchase separate products for business users and
agents, while eliminating costly and complex integration � all of
this, while gaining the important benefit of end-to-end reporting
for a more accurate measure of performance based on enterprise-wide
interactions. �Our latest software enhancements are in response to
customers who�ve told us that they�re increasingly driven by the
need to improve customer and employee satisfaction, reduce costs,
and expand accountability for overall corporate performance
objectives,� said Joseph A. Staples, Interactive Intelligence
senior vice president of worldwide marketing. �By using our
software to more effectively harness the broad pool of skills and
individuals found beyond the contact center, organizations can
significantly improve customer service, while increasing revenue.�
The latest version of CIC also includes enhancements for contact
center managers with its improved Interaction Supervisor� module --
a client-side application that displays workgroup and queue
statistics. These enhancements include improved chat and ACD-routed
e-mail monitoring, and access to historical reporting. An enhanced
Supervisory Assistance interface also streamlines the escalation
process, helping supervisors to more quickly identify which agents
require assistance, and who is responding. The latest version of
CIC is available immediately, and is offered through the
Interactive Intelligence global reseller channel, and through the
company�s direct sales force. For more information about CIC,
visit: http://www.inin.com/Products/cic/cic.asp. About Interactive
Intelligence Interactive Intelligence Inc. (Nasdaq:ININ) is a
global provider of business communications software and services
for contact center automation and enterprise IP telephony. The
company was founded in 1994 and has more than 2,000 customers
worldwide. Recent awards include the 2006 Network World 200, CRM
Magazine�s 2006 Rising Star Excellence Award, Network Computing
Magazine�s 2006 Well-Connected Award, and Software Magazine�s 2006
Top 500 Global Software and Services Companies. Interactive
Intelligence employs more than 400 people and is headquartered in
Indianapolis, Indiana. 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 Inc. (Nasdaq:ININ), a global
developer of business communications software, released an upgraded
version of its contact center automation software designed to
further push customer service throughout the enterprise. The latest
release of the software, Customer Interaction Center(R) (CIC),
includes an enhanced Operator Console - a specialized version of
the software's built-in desktop soft phone designed to give
receptionists, company operators, and contact center dispatchers
faster, easier and more effective methods for directing high-volume
call flows. Adding to the console's standard call control, presence
management and directory look-up features are enhancements to
specialized functions, including rapid transfer, docking, speed
dial, directory tool bar, keyboard shortcuts, configurable "quick
keys," monitored appearances, orbit queues, and "join" and
"whisper." For business users, the latest Interactive Intelligence
soft phone version includes voicemail player, fax, and fax
monitoring enhancements; new customizable tool bar buttons; and
access to Intercom chat. In addition, the company's Interaction
Tracker(TM) module, used for basic contact management, gives
business users a new "filtered directories" option so they can
customize directories based on select contacts and their associated
interactions. In addition to giving receptionists and other
business users access to some of the same sophisticated tools used
by contact center agents for improved customer service throughout
the enterprise, these new features, offered as part of the
Interactive Intelligence unified communications software "suite,"
eliminates the need for organizations to purchase separate products
for business users and agents, while eliminating costly and complex
integration - all of this, while gaining the important benefit of
end-to-end reporting for a more accurate measure of performance
based on enterprise-wide interactions. "Our latest software
enhancements are in response to customers who've told us that
they're increasingly driven by the need to improve customer and
employee satisfaction, reduce costs, and expand accountability for
overall corporate performance objectives," said Joseph A. Staples,
Interactive Intelligence senior vice president of worldwide
marketing. "By using our software to more effectively harness the
broad pool of skills and individuals found beyond the contact
center, organizations can significantly improve customer service,
while increasing revenue." The latest version of CIC also includes
enhancements for contact center managers with its improved
Interaction Supervisor(TM) module -- a client-side application that
displays workgroup and queue statistics. These enhancements include
improved chat and ACD-routed e-mail monitoring, and access to
historical reporting. An enhanced Supervisory Assistance interface
also streamlines the escalation process, helping supervisors to
more quickly identify which agents require assistance, and who is
responding. The latest version of CIC is available immediately, and
is offered through the Interactive Intelligence global reseller
channel, and through the company's direct sales force. For more
information about CIC, visit:
http://www.inin.com/Products/cic/cic.asp. About Interactive
Intelligence Interactive Intelligence Inc. (Nasdaq:ININ) is a
global provider of business communications software and services
for contact center automation and enterprise IP telephony. The
company was founded in 1994 and has more than 2,000 customers
worldwide. Recent awards include the 2006 Network World 200, CRM
Magazine's 2006 Rising Star Excellence Award, Network Computing
Magazine's 2006 Well-Connected Award, and Software Magazine's 2006
Top 500 Global Software and Services Companies. Interactive
Intelligence employs more than 400 people and is headquartered in
Indianapolis, Indiana. 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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