Interactive Intelligence Adds SMS to All-in-One Multi-Channel Contact Center Software Suite
November 24 2008 - 9:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, is adding short
message service as an additional media type to its all-in-one
multi-channel contact center software suite, Customer Interaction
Center� (CIC). The new SMS features are designed to help contact
centers increase customer retention and satisfaction through the
following: (1) Enable mobile customers to use SMS to communicate
with the contact center; (2) Have those SMS messages routed,
recorded, and reported on the same way as other media types; (3)
Enable contact center agents to reply using SMS; and (4) Enable
notifications to customers to be sent via SMS. "As the number of
landlines in the U.S. have been surpassed by the number of mobile
lines, the customer care industry has struggled to keep pace with
consumers who increasingly use technologies such as text messaging
and SMS,� said vice president of research for Synergy Research
Group, Ken Landoline. �As the first to develop a Windows-based,
all-in-one multi-channel contact center platform, Interactive
Intelligence is in a prime position to maximize the value of SMS
for contact centers and their customers.� CIC, which already
includes the ability to manage calls, faxes, e-mail, and Web chats,
will now include proactive �push� features that, for instance,
enable a bank to send an SMS alert when checking account funds
reach a customer-selected threshold. CIC will also include routing
features that will enable customers to send SMS messages, such as a
request for a hotel confirmation number and address while
traveling, which would then be routed, recorded and reported on the
same way as any other interaction type. �With the evolution of
mobile devices and the convenience and flexibility SMS offers as a
non-intrusive, �anywhere� type of media, companies need to start
thinking about how this technology can be applied to ensure they
are not only retaining existing customers, but attracting the
newest generation of customer,� said Interactive Intelligence
founder and CEO, Dr. Donald E. Brown. �Imagine if you�re a retail
company able to send SMS messages to customers about pre-selected
items that go on sale. That�s a major service differentiator,
particularly for today�s �power� mobile user.� In addition,
Interactive Intelligence and its partners recognize the need to
provide additional consulting services to help contact centers
effectively use and deploy multi-channel options. �Because the use
of SMS within North American contact centers is still pretty new,
we�ll offer best practices white papers, webinars and other
educational services to help customers realize maximum value from
their deployments,� Brown said. Interactive Intelligence plans to
release its new SMS features by the end of Q4 2008. They will be
offered through the company�s global channel of more than 300
resellers. 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 Software Magazine�s top 500 global software
and services suppliers, is ranked among NetworkWorld�s top 200
North American networking vendors, is a BusinessWeek �hot growth
50� company, and is among FORTUNE Small Business magazine�s top 100
fastest growing companies. Interactive Intelligence 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 may contain 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. ININ-G
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