This week at INTERNET TELEPHONY Conference & EXPO West, business communications software provider Interactive Intelligence (News - Alert) released the latest installment to its contact center automation software, Customer Interaction Center (CIC).

 

According to the press release, CIC includes a specialized version of the software’s built-in desktop soft phone, Operator Console which is designed to give receptionists, company operators, and contact center dispatchers more effective methods for directing high-volume call flows. The new features were implemented in response to customers’ needs for cost reduction and more efficient call control.

 

“Our latest software enhancements are in response to customers who’ve told us that they’re increasingly driven by the need to improve customer and employee satisfaction, reduce costs, and expand accountability for overall corporate performance objectives,” said Joseph A. Staples, Interactive Intelligence senior vice president of worldwide marketing in a statement. “By using our software to more effectively harness the broad pool of skills and individuals found beyond the contact center, organizations can significantly improve customer service, while increasing revenue.”

 

For contact center managers, the client-side application Interaction Supervisor is also featured in CIC, offering improved chat and ACD-routed e-mail monitoring, and access to historical reporting.

 

More information on Interactive Intelligence’s CIC is available at www.inin.com

 

This Friday, Brit Vickner, product marketing manager for Vonexus (News - Alert), a subsidiary of Interactive Intelligence will be co-presenting the IP Contact Center Shootout as part of ITEXPO’s Call Center 2.0 track. Attendees will hear industry leaders debate and discuss the relative merits of their IP Contact Center solutions. Loosely based on Internet Telephony Conference & EXPO’s successful long-running IP PBX (News - Alert) Shootout, this double session promises to be a lively, engaging look at what the industry leaders have to say about their products and their competition.