Interactive Intelligence Announces Desktop Client and e-Service Enhancements to its Contact Center Suite Interactive Intelligence Announces Desktop Client and e-Service Enhancements to its Contact Center Suite
: "nteractive Intelligence
Inc. (Nasdaq: ININ), a global developer of business communications software,
announced enhancements to its award-winning contact center suite -- Customer
Interaction Center(R) (CIC). The software upgrade provides broader desktop
client support through several new client interfaces, as well as the
introduction of enhanced Web self-service and e-mail response management
capabilities.
(Logo: http://www.newscom.com/cgi-bin/prnh/19990914/IILOGO )
'Our latest client enhancements were designed for faster deployment,
simplified management, and more flexible and efficient communications,' said
Interactive Intelligence president and chief executive officer, Dr. Donald E.
Brown.
Long-recognized for its innovative design, the Interactive Intelligence
software includes multimedia routing and queuing, speech-enabled interactive
voice response, call recording, Web chat, and more, all offered as part of a
bundled communications application suite based on open standards and capable
of running on both traditional and voice over IP (VoIP) networks.
With this latest release, new options to CIC provide client integrations
for Microsoft Outlook(R), Microsoft CRM(R), and Microsoft Great Plains(R),
along with a new 'thin' client version called Interaction Client .NET Edition
for zero-effort deployment.
The new version of CIC also includes enhancements to its easy-to-use
knowledge management system, called e-FAQ(R), which offers automated responses
to e-mail and Web inquires. This functionality enables customers to reduce
costs by speeding self-service resolution in response to contact center
inquiries, thus freeing up agents' time to deal with more complex
interactions.
'The latest Interactive Intelligence feature enhancements help address
today's contact center needs by empowering customers to more rapidly respond
to industry trends such as the growing uptake of voice over IP, a rapidly
growing remote workforce, and the pressing need for cost-effective mid-market
contact center solutions,' said Blair Pleasant, president and principal
analyst with COMMfusion, a consulting and market research firm specializing in
voice/data convergence markets and technologies."  ¶ 09:47