Interactive Intelligence Enhances Offering for Credit and Collection Industry
July 12 2010 - 9:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, has enhanced its
automated dialing application to help credit and collection
agencies increase efficiencies, reduce costs, and maintain
compliance.
The Interactive Intelligence Interaction Dialer® is an
outbound/blended dialing add-on application to the company’s
standards-based, all-in-one IP communications software suite,
Customer Interaction Center™ (CIC).
Interaction Dialer® version 3.0 for the credit and collection
industry now includes skills-based dialing, “just-in-time” DNC
(do-not-call) functionality, enhanced call analysis, and increased
scalability.
Interaction Dialer’s® skills-based dialing feature enables
automated outbound calls to be made based on the availability of
agents with defined skills. By ensuring that calls are made based
on appropriate agent availability, abandon rates and talk times are
reduced.
Interaction Dialer’s® “just-in-time” DNC feature adds the
ability to scrub DNC lists - including cell phone scrubs - whose
status may have changed between the time the contacts were
originally scrubbed/loaded and the time they are dialed. This helps
ensure compliance and increases the efficiency of dialing
campaigns.
In addition, Interaction Dialer® now includes media server-based
international call analysis. This enhanced call analysis offers
improved network message recognition for maximum dialing accuracy.
It also adds redundancy and eliminates third-party components for
improved reliability and simplified management.
Interaction Dialer® also offers dialing and database access
optimization, thus enabling credit and collection agencies to
support up to 250,000 calls per hour/per server or more depending
on configuration. The option of a centralized configuration using
the company’s SIP-based Interaction Gateway™ at remote sites also
helps lower costs by reducing hardware requirements.
In addition to these enhancements, Interaction Dialer® offers a
number of features designed to benefit credit and collection
agencies, including the following:
- Inherent blending that uses the
same automatic call distributor for both inbound and outbound
interactions for increased agent productivity.
- Optimized “no-answer” timeouts
that minimize answering machine pick-up for increased agent
productivity.
- Dynamic outbound ANI/caller ID
for improved pick-up rates.
- Automated, customizable voice
mail messaging for increased productivity.
- Ability to dynamically change
phone number order based on time of day or number of attempts made
for increased connection rates.
- Patented, “self-learning”
staging algorithm to more accurately predict length and stages of a
call for increased dialing efficiency.
The Interactive Intelligence all-in-one IP communications
software suite also offers inbound interactive voice response,
outbound agentless campaigns, and text messaging (SMS), all
designed to help credit and collection agencies cost-effectively
increase liquidation rates.
Most recently, Interactive Intelligence introduced a
communications-based process automation product, Interaction
Process Automation™, which enables credit and collection agencies
to automate skip tracing processes to more quickly locate
contacts.
Interaction Dialer® version 3.0 is available immediately through
the Interactive Intelligence channel of approximately 300 resellers
worldwide, and through the company’s direct sales force. Target
markets include contact centers, outsourcer and teleservices firms,
accounts receivable management companies, and credit and collection
departments.
To download a free “Practical Guide to The Effective Use of
Automated Dialing in Collections” white paper, visit
http://www.inin.com/ProductSolutions/Pages/Interaction-Dialer.aspx.
For more information about how Interaction Dialer® supports the
credit, collection/account receivables management industries,
including a demo, visit
http://www.inin.com/ProductSolutions/Pages/Accounts-Receivable-Management.aspx.
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 business process
automation. The company was founded in 1994 and has more than 3,500
customers worldwide. Interactive Intelligence is among Software
Magazine’s top 500 global software and services suppliers, is a
BusinessWeek “hot growth 50” company, and is among Fortune Small
Business magazine’s top 100 fastest growing companies. The company
is also positioned in the leaders’ quadrant of the Gartner Magic
Quadrant for Contact Center Infrastructure, Worldwide report (Feb.
22, 2010). Interactive Intelligence employs approximately 650
people and is headquartered in Indianapolis, Indiana. It has 14
offices throughout North America, Latin 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:
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.
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