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Interactive Intelligence Enhances Offering for Credit and Collection Industry

By Anil Sharma, TMCnet Contributor
July 12, 2010

Interactive Intelligence, a global provider of unified IP business communications solutions, has enhanced its offering for credit and collection industry.
Officials with Interactive Intelligence (News - Alert) said that the company has enhanced its automated dialing application to help credit and collection agencies increase efficiencies, reduce costs, and maintain compliance.

Company officials said that the Interactive Intelligence Interaction Dialer is an outbound/blended dialing add-on application to the company's standards-based, all-in-one IP communications software suite, Customer Interaction Center (CIC).
Interaction Dialer version 3.0 for the credit and collection industry now includes skills-based dialing, "just-in-time" DNC (do-not-call) functionality, enhanced call analysis, and increased scalability.
According to company officials, Interaction Dialer's skills-based dialing feature enables automated outbound calls to be made based on the availability of agents with defined skills. By ensuring that calls are made based on appropriate agent availability, abandon rates and talk times are reduced.
Interaction Dialer's "just-in-time" DNC feature adds the ability to scrub DNC lists - including cell phone scrubs - whose status may have changed between the time the contacts were originally scrubbed/loaded and the time they are dialed. This helps ensure compliance and increases the efficiency of dialing campaigns.
Company officials said that Interaction Dialer now includes media server-based international call analysis.
This enhanced call analysis offers improved network message recognition for maximum dialing accuracy. It also adds redundancy and eliminates third-party components for improved reliability and simplified management.
Interaction Dialer, company officials said also offers dialing and database access optimization, thus enabling credit and collection agencies to support up to 250,000 calls per hour/per server or more depending on configuration.
The option of a centralized configuration using the company's SIP-based Interaction Gateway (News - Alert) at remote sites also helps lower costs by reducing hardware requirements.
The Interactive Intelligence all-in-one IP communications software suite also offers inbound interactive voice response, outbound agentless campaigns, and text messaging (SMS), all designed to help credit and collection agencies cost-effectively increase liquidation rates.
Most recently, Interactive Intelligence introduced a communications-based process automation product, Interaction Process Automation, which enables credit and collection agencies to automate skip tracing processes to more quickly locate contacts.

Anil Sharma is a contributing editor for TMCnet. To read more of Anil's articles, please visit his columnist page.

Edited by Erin Harrison