Interactive Intelligence to Release Customer Interaction Center™ Version 4.0
June 13 2011 - 10:00AM
Business Wire
Interactive Intelligence (Nasdaq: ININ), a global provider of
unified IP business communications solutions, is releasing the next
major version of its all-in-one IP communications software suite,
Customer Interaction Center™ (CIC).
“We designed our upcoming CIC 4.0 release to give contact
centers and enterprises significantly increased scalability and
reliability, an enhanced user experience, and improved management
insight,” said Interactive Intelligence founder and CEO, Dr. Donald
E. Brown. “We’re particularly excited about our innovative speech
analytics application, which gives customers an easier-to-deploy
and more cost-effective alternative to what’s currently on the
market.”
CIC 4.0’s new real-time speech analytics application,
Interaction Analyzer™, provides real-time keyword- and
phrase-spotting on either the customer side, agent side, or both
sides of a voice conversation. This real-time capability enables
contact center managers to be alerted to problem interactions, then
monitor, coach, or intervene to better satisfy customers and
improve agent performance.
Architectural improvements in CIC 4.0 provide significant
scalability increases. Metrics associated with these improvements
include a more than double increase in the number of automatic call
distribution (ACD)-enabled agents supported on a single server; a
five-time increase in the number of simultaneous interactive voice
response (IVR) sessions supported; and a seven-time increase in the
number of calls that can be recorded per hour. The company’s
increase in product scalability is part of its continued move
up-market to make CIC a competitive offering for the largest global
contact centers.
Another architectural improvement is the elimination of
third-party call processing software from CIC and moving all media
processing to the company’s Interaction Media Server™. With these
enhancements, CIC 4.0 becomes a pure application server that can be
located at a central data center with media servers at branch
offices, thus creating a private cloud deployment model. This
change increases scalability and enables customers to process media
locally for improved business continuity and survivability.
CIC 4.0 also includes the addition of Interaction Web Portal™, a
new application that enables contact center outsourcers to provide
their clients with secure, branded access and real-time visibility.
Outsourcer clients can monitor live calls, listen to call
recordings, and view performance reports. Corporate contact center
managers can also use it to give visibility to C-level staff, and
agents can access it to monitor their own productivity and
proactively help improve customer service.
Additional enhancements in CIC 4.0 include a new Web client,
upgraded email handling, more efficient queries of call recordings,
and expanded and improved reporting.
CIC 4.0 is planned for general availability in English-speaking
countries in Q3 2011. Localization for other countries throughout
EMEA and APAC will follow.
CIC 4.0 is targeted at mid-size to large contact centers and
enterprises, and will be offered through the Interactive
Intelligence channel of more than 300 resellers worldwide, and
through the company’s direct sales force.
For a sneak peek at CIC 4.0, including feedback from Interactive
Intelligence customers, visit
http://www.inin.com/ProductSolutions/Pages/4.0.aspx.
About Interactive IntelligenceInteractive 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’s
solutions, which can be deployed via an on-premise or hosted model,
include vertical-specific applications for insurance and
collections. Interactive Intelligence was founded in 1994 and has
more than 4,000 customers worldwide. The company is among Software
Magazine’s 2010 Top 500 Global Software and Services Suppliers, and
Forbes Magazine’s 2010 Best Small Companies in America. The company
employs approximately 900 people and is headquartered in
Indianapolis, Indiana. It has 19 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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