Interactive Intelligence Releases New IP-based Predictive Dialer and Gateway
September 26, 2006
Interactive Intelligence Releases New IP-based Predictive Dialer and Gateway. Check it out:INDIANAPOLIS --(Business Wire)-- Interactive Intelligence Inc. (Nasdaq:ININ), a global developer of business communications software, has released a new VoIP-enabled version of its outbound dialing and campaign management software, Interaction Dialer(R), designed for contact centers, teleservices firms and collections operations.
The latest release of Interaction Dialer, version 2.4, is now based on the SIP standard so it can operate in an all-software, all-VoIP environment to help reduce costs and simplify management. The release includes an all new SIP gateway called Interaction Gateway(TM) -- an appliance connecting legacy telephone trunks (T1s) to VoIP networks. Interaction Gateway works with Interaction Dialer to give high-volume outbound contact centers accurate predictive call analysis capabilities.
"Interaction Gateway is unique because it provides advanced outbound call analysis -- such as distinction between answering machines versus live speakers, and wrong numbers versus network issues -- while taking full advantage of the open SIP standard," said Yankee Group senior analyst, Ken Landoline. "Combined, these enhancements result in more effective dialing campaigns, simplified deployment and configuration, lower cost, better redundancy, and unbeatable flexibility compared to traditional outbound dialing solutions."
According to Interactive Intelligence, the new SIP-based Interaction Dialer can lower costs by between 10 and 50 percent compared to traditional TDM-based dialers by reducing hardware requirements.
The company says Interaction Dialer can reduce costs further using Interaction Gateway at strategic locations to ensure it uses the most cost-effective call routing. To illustrate, in a typical configuration, ISDN PRI trunks from the public phone network are connected to Interaction Gateway. After that point, the entire configuration is voice over IP. This provides unmatched geographic independence. For example, the Interaction Dialer and Gateway servers can be in the U.S., while agents are in India.
"As an outsourced provider of CRM services, our clients drive our technology requirements, and a key requirement across the board is to offer highly customizable services at an affordable price," said Chris Adomaitis, president of network and telecom services for Dialogue Marketing, an Interactive Intelligence customer since 1998. "Interaction Dialer's new Gateway option lets us do just that by using a pure softswitch, thus dramatically reducing costs associated with hardware."
Other Interaction Dialer enhancements include improvements to its patented pacing algorithm, which maintains the optimum balance between low abandon rates and maximum agent utilization; a single "Health View" interface that enables supervisors to monitor and analyze Dialer statistics from campaigns, workflows, and outbound calls; and a "Contact Import Wizard" that simplifies campaign management by providing a tool to import records into call list tables from a variety of commonly used sources, including CSV files, Microsoft Access, Microsoft Excel, SQL Server, and Oracle.
Interaction Dialer was first released in 1999 as an add-on module to the company's contact center automation software, Customer Interaction Center(R) (CIC). By leveraging CIC's multi-channel routing, recording, and interactive voice response, Interaction Dialer reduces costs and simplifies infrastructure compared to traditional, standalone dialers. Interaction Dialer, in conjunction with CIC, can also work with existing PBXs and IP PBXs.
In addition to power, preview, predictive, precise, and agent-less dialing, outbound campaign management, and inbound/outbound call blending, Interaction Dialer includes capabilities for telemarketing regulatory compliance, Web-based scripting, campaign staging, real-time supervision and reporting.
A single Interaction Dialer system, along with Interaction Gateway's "rack and stack" architecture, can support up to 1,000 outbound agents -- more when deploying multiple systems -- while giving multi-site organizations maximum load-balance and fault tolerance capabilities.
Interaction Dialer 2.4 is available immediately and is offered through the Interactive Intelligence channel composed of approximately 250 value-added resellers, and through the company's direct sales force.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq:ININ) is a global developer of business communications software for contact center automation and enterprise IP telephony. The company was founded in 1994 and has more than 2,000 customers worldwide. Recent awards include the 2006 Network World 200, CRM Magazine's 2006 Rising Star Excellence Award, Network Computing Magazine's 2006 Well-Connected Award, Software Magazine's 2005 Top 500 Global Software and Services Companies, Miercom's 2005 Best Integrated Multimedia IP Contact Center product award, and Frost & Sullivan's 2005 Excellence in Technology of the Year Award. Interactive Intelligence employs more than 400 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or [email protected]; on the Net: http://www.inin.com.
This release contains 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.
Related Tags: interaction dialer, interactive intelligence, interaction gateway, contact center, campaign management, Interaction
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