Interactive Intelligence (News - Alert) announced today the availability of new workforce management software, Interaction Optimizer, as a part of their Customer Interaction Center (CIC).

 

Designed to help contact centers of all sizes cost efficiently schedule, forecast and better adhere, the new software helps improve customer service by aligning workforces with workloads.

 

Interactive Intelligence's CIC is contact center automation software that empowers employees with the tools needed to better serve clients and includes flexible business and agent features running on the same platform.

 

According to a news release, Interaction Optimizer will be offered as an optional pre-integrated component of the CIC software suite and will utilize existing tools to help better plan schedules and make changes when needed.

 

Some of the key features of the new solution highlighted in the news release include the ability to better plan schedules using simulations of various scenarios, and to meet schedule adherence needs with the inclusion of real-time notifications.

 

"Using the same CIC platform, Interaction Optimizer not only gives us true real-time adherence and detailed historical ACD data, it also offers access to a complete set optimization tools like recording quality monitoring and multimedia features, which gives us single reports across calls, faxes, e-mails and Web chats all with a few clicks of the mouse instead of days of manual number crunching," commented Rob Cate contact center for VEGAS.com Rob Cate in a statement.

 

Interaction Optimizer is currently available worldwide through Interactive Intelligence's value-added resellers.

 

 

Executive Interview: Interactive Intelligence Helps Enterprises Migrate to "Total" UC Faster