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July 28, 2008

Interactive Intelligence to Offer Customer Feedback Management

By Sandra M. Gustavsen, Analyst, T3i Group LLC

Interactive Intelligence will offer new customer feedback management solutions to help mid-size to large contact centers and enterprises identify and resolve customer problems in real-time and to measure customer satisfaction levels proactively. The new applications are available as add-on modules to the company’s Interaction Center Platform 3.0 and are activated via license key (integration with other products and/or a hardware purchase is not required). Initially (third quarter 2008), the new applications will be available for Customer Interaction Center (CIC) customers, followed by availability for Vonexus (News - Alert) Enterprise Interaction Center (EIC) customers in a subsequent release.
Interaction Feedback is a flexible, automated customer satisfaction survey application. The user sets up a survey (using their own questions or based on question library from third party CFI Group) and specifies rules that define whether a caller should be offered the survey (e.g. every nth call, calls going to a specific workgroup, calls to a particular dialed number, callers with a particular attribute such as “gold customers,” or according to date/time/day parameters). If the call matches pre-defined criteria for a survey, the callers will automatically receive an invitation to provide feedback at the conclusion of the call which they can accept or decline.
Upon call disconnect, for callers who agreed to take the survey, the call is automatically routed to the survey queue, the appropriate survey is administered and results are made available for viewing. Users can also set an option to trigger an alert if a survey score exceeds a pre-defined threshold or can record the agent-customer conversation prior to the survey (requires licensed Interaction Recorder). With this information, organizations can easily compare internal and external perceptions and improve customer relations.
A second new product on the company’s roadmap (to be released in 2009) is a speech analytics/emotion detection application that will alert contact center supervisors that “heightened emotion” is detected on a call. A supervisor is alerted, can listen in, and take over the call or consult with the agent to do a transfer. 
In other news, Interactive Intelligence is developing an integration to Microsoft (News - Alert) Office Communications Server (OCS) 2007 that will enable users on either system to more effectively interact with each through features such as synchronized presence, explains Christine Holley Director of Market Communications at Interactive Intelligence (News - Alert). The company will offer three main features with the initial OCS integration (available third quarter 2008):
(1) a configuration option to set up bi-directional presence mapping between OCS and the Interaction Center Platform, (2) Interaction Client .Net Edition users can access a common company directory of Interaction Center Platform users and OCS-only users and communicate using instant messaging or voice, and (3) the ability to launch OCS instant messages from within the Interaction Client .Net Edition interface. New customers will purchase the Interaction Center Platform as well as Microsoft OCS to get integration benefits, while existing customers can license the OCS integration to enable these features (Microsoft OCS must be deployed).
TelecomTactics Takeaway: Interactive Intelligence highlights customer service with new customer feedback management products that help mid-size to large contact centers and enterprises identify and resolve customer problems in real-time and measure customer satisfaction levels proactively. Interaction Feedback is a new, and very flexible, automated customer satisfaction survey application that lets organizations compare internal and external perceptions. And, a second new product, a speech analytics/emotion detection application, is on the company’s product roadmap for 2009. Initially (third quarter 2008), Interaction Feedback (an add-on module activated via license key) will be available for Customer Interaction Center (CIC), followed by availability for Vonexus Enterprise Interaction Center (EIC) in a subsequent release. In other news, Microsoft OCS integration with the company’s Interaction Center products is planned for third quarter 2008.
Sandra M. Gustavsen
Analyst/TelecomTactics, The Telecom Intelligence Group, Access Intelligence (News - Alert) LLC
856-424-1100 x11

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