Search The Product Of The Year Database

At TMC Labs, we see hundreds of products each year. Some are good and some…well, not so good. Our engineers have spent the past few weeks culling the most valuable of that ever-expanding group. Our first annual Product of the Year awards highlight products that excel at what they do. We’re confident they’ll give you a starting point for implementing the best computer-telephony integration products available into your workplace.

Even amongst these high-caliber winners, a product sometimes comes along that defies the norm, breaking new ground and making our engineers do a “double-take.” Enterprise Interaction Center (EIC) — from Interactive Intelligence ( www.inter-intelli.com ) — is one such product.

The EIC is a complete Windows NT-based communications s y s t e m for call centers and enterprises providing PBX, ACD, VRU, voice mail, fax services, and Internet telephony capabilities. A client/server product, EIC features CTI functionality, including screen pops, desktop call handling, unified messaging, Web call back, and more. The product turns every PC into a graphical phone with screen pops and universal inbox capabilities. With just one server on your LAN, you have an integrated and unified system that will solve all your corporate communication needs.

The Enterprise Interaction Center is an all-in-one call center solution, eliminating the need for proprietary devices such as PBXs, ACDs, IVRs, voice mail systems, fax servers, and CTI gateways. Its multithreaded, Java-based engine is capable of processing thousands of telephone calls, e-mails, faxes, Internet chats, Web call-back requests, voice over Net (VON) sessions, and other interactions per hour. Unlike traditional automatic call distributors (ACDs), EIC can queue and distribute not only incoming telephone calls, but e-mails, faxes, chat sessions, and the like. Customers receive the same level of service regardless of how they choose to interact with the organization.

The product also includes a graphical application generator, which can be used to modify business rules, which are dynamic. For instance, you can modify dial plans, ACD routing rules, IVR pathways, fax-on-demand applications, automated e-mail services, and more.

Enterprise Interaction Center supports from 200–300 users on a single Windows NT server. Multiple servers can be connected together to support distributed organizations. EIC can also provide IVR, ACD, unified messaging, CTI, and Web services in conjunction with legacy PBXs. In addition, existing applications such as help desk or customer service products from companies such as Software Artistry, Remedy, Vantive, Clarify, and others can still be used. Interactive Intelligence’s software features the capability to perform screen pops on these applications. Interactive Intelligence’s Enterprise Interaction Center will certainly cause CTI-savvy individuals to “water at the mouth,” at the prospect of having this awesome system installed in their office. It is with great pleasure that we award Interactive Intelligence CTI™ magazine’s first-ever “Overall Product of the Year” for 1997.

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