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June 19, 2008

Interactive Intelligence to Release Interaction Dialer 3.0

By Susan J. Campbell, TMCnet Contributing Editor

Interactive Intelligence (News - Alert), a global provider of unified IP business communications solutions, plans to release the latest upgrade to its Interaction Dialer software, version 3.0. This latest solution delivers blended outbound dialing campaign management functionality.
This upgrade includes skills-based dialing, a ‘just-in-time’ Do Not Call feature, increased scalability, and integration with Ontario Systems’ (News - Alert) collection software.

"The enhancements we're introducing with Interaction Dialer 3.0 are designed to help organizations improve productivity, increase revenue, and more cost-effectively accommodate call volume," said Interactive Intelligence Founder and CEO, Dr. Donald Brown (News - Alert), in a Thursday statement.

"A pre-integrated option with Ontario Systems' collection software further enhances our dialer's role in the large credit and collections industry,” added Dr. Brown.

Interaction Dialer 3.0 offers a new skills-based dialing feature to minimize abandon rates through sub-selecting in advance and in real-time only those contacts in a call list that can be handled by available agents based on skill-set.

The use of a sub-set of agents is critical to many outbound campaigns, such as those involving lenders and insurers that must be licensed in the states into which they are selling. This capability enables the call center or enterprise to extend into further markets where barriers proved too costly.

With the ‘just-in-time’ Do Not Call feature, the Interaction Dialer 3.0 helps to “scrub” DNC lists whose status may have changed between the time the contacts were originally loaded and the time they were dialed.

With telemarketing regulations increasingly reducing the time allowed between “scrubbing” and dialing, this compliance feature has become a critical part of the application.

New dialing and database access optimizations offered in the Interaction Dialer 3.0 enable the support of up to 250,000 calls per hour per server, or the equivalent of roughly 1,000 agents on a single server.

Interaction Dialer can be deployed in a centralized configuration using the company's SIP-based Interaction Gateway (News - Alert) at remote sites for cost-effective scalability. 

Guaranteed Contacts IP from Ontario Systems is a new product that provides integration between its collection software applications and Interaction Dialer 3.0 to help organizations to improve productivity and increase revenue by maximizing contact rates. 

Interaction Dialer 3.0 is designed for the mid-size contact center, and large, distributed enterprises, including vertical industries such as teleservices, financial services, collections and credit operations, nonprofits, insurance and retail. 

The upgraded dialer software is available immediately through the Interactive Intelligence channel of approximately 300 value-added resellers worldwide.

Interactive Intelligence has a proven track record in delivering innovative solutions for the contact center and distributed enterprises. This latest release puts significant focus on critical areas that the contact center must make a priority in order to ensure compliance with regulations.

The new Interactive Dialer 3.0 allows the contact center or enterprise to improve productivity and efficiency while conducting business under full compliance with industry regulations.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for Market Drive News. To see more of her articles, please visit Susan J. Campbell’s columnist page.

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