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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. 

 

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. 

 

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.  

 

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

 

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

 

For the complete announcement, click me.

 

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DRB



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