Interactive Intelligence Introduces Customer Feedback Management Products
May 13 2008 - 9:02AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, is introducing new
customer feedback management products designed to help
organizations better measure and improve customer service. The
first product being introduced is Interaction Feedback� -- an
automated customer satisfaction survey module that enables
organizations to accurately measure customer service levels in a
timely and cost-effective way. Further extending its customer
feedback management portfolio, the company is also actively
developing a speech analytics/emotion detection product. The
product is designed to provide real-time alerts to contact center
supervisors when heightened emotion is detected on a call. Both
customer feedback management products are designed as add-on
modules to the company�s Interaction Center Platform� -- a
standards-based, all-in-one platform designed to reduce the cost
and complexity introduced by multi-point products. �During these
challenging economic times the need for communications technologies
that help organizations improve service levels and retain customers
becomes more critical than ever,� said Yankee Group program manager
and senior analyst, Ken Landoline. �We consistently find there is a
major discrepancy between company perceptions of customer
satisfaction and reality. The new customer feedback management
products from Interactive Intelligence enable organizations to take
a more real-time approach to identifying and resolving specific
customer problems, while providing a cost-effective method for
measuring and managing true customer satisfaction levels.� In
addition to a wizard interface that eliminates the need for
programming expertise, Interaction Feedback� offers organizations
real-time supervisory alerts, integration with call recording and
scoring features, the removal of agent bias in the survey process,
and a built-in third-party question library from CFI Group
(www.cfigroup.com), which holds a patented methodology for tying
customer satisfaction to financial results. The Interactive
Intelligence real-time speech analytics software module will enable
organizations to monitor calls in real-time to detect heightened
states of emotion. The module will also include supervisory
monitoring and alerts, along with the ability to distinguish
between customer and agent emotion. �Real-time feedback and
simplicity are the two main things missing from today�s customer
feedback methods,� said Interactive Intelligence founder and CEO,
Dr. Donald E. Brown. �By offering our Interaction Feedback� and
real-time speech analytics products as part of our all-in-one
communications software suite, we give organizations the most
cost-effective and simple way to proactively address customer
issues before they escalate. With discussions of improving the
customer experience now taking place at the board level, our
alternative to costly and complex standalone feedback management
products has major significance that extends beyond the contact
center into the entire enterprise.� The Interactive Intelligence
Interaction Feedback� and real-time speech analytics products are
targeted at mid-size to large contact centers and enterprises. They
will be sold through the company�s channel of more than 300
resellers worldwide. Interaction Feedback� is planned for general
availability in Q3 2008. The Interactive Intelligence real-time
speech analytics software module is part of the company�s customer
feedback management roadmap. About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) is a global provider
of unified business communications solutions for contact center
automation, enterprise IP telephony, and enterprise messaging. The
company was founded in 1994 and has more than 3,000 customers
worldwide. Interactive Intelligence is among the top 500 global
software and services suppliers, and is ranked among the top 200
North American networking vendors. The company employs
approximately 600 people and is headquartered in Indianapolis,
Indiana. It has six global corporate offices, with additional sales
offices throughout North America, Europe, Middle East, Africa 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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