Interactive Intelligence Upgrades Multisite Routing 'Ware

June 29, 2005

Interactive Intelligence Inc., a�developer of business communications software,�today announced upgrades to its intelligent multisite routing software,�called Interaction Director.�

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Interaction Director�(the latest release is version 2.3.1) offers network-based, pre- and post-call routing�for the purpose of assisting�distributed organizations�and their high call volumes�in meeting�service level goals while improving�customer satisfaction, reducing cost and complexity, and incorporating a disaster recovery strategy.�

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The upgraded product is offered as an add-on to the company’s contact center automation software, Customer Interaction Center (CIC),�and it includes enhancements designed to do the following: increase scalability, as it now offers optimized configuration updates between the Director and monitored CIC servers�for better efficiency and capacity (was 1,000 agents -- is now 4,000); to simplify administration, as Director configurations can now be accomplished using a graphical user interface, called Interaction Administrator, which offers intuitive drag-and-drop functionality to configure interaction parameters; and to improve skills-based routing and multimedia routing, as Interaction Director now offers additional criteria that can be factored into skills-based routing -- can also now evaluate the entire pool of waiting interactions coming from all queues on all monitored CIC servers.��

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Other Interaction Director enhancements include improved reporting, improved supervisory monitoring, increased reliability and additional customization options for scoring.�

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Interaction Director was first released in 1999; it�is targeted at in-house, multisite contact centers and distributed teleservices firms.�

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For the complete announcement, click me.

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DRB