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VoIP Contact Center Feature Article


[June 29, 2005]

Interactive Intelligence Upgrades Intelligent Multi-Site Routing Software


Intelligence Inc. announced upgrades to its intelligent multi-site routing software, Interaction Director.

Interaction Director offers network-based pre- and post-call routing to help distributed organizations with high call volumes meet service level goals, while improving customer satisfaction, reducing cost and complexity, and incorporating a disaster recovery strategy.

The upgraded product, offered as an add-on to the company's contact center automation software, Customer Interaction Center (CIC), is scheduled for general availability June 30, and includes enhancements designed to increase scalability, simplify administration, and improve skills-based routing and multimedia queuing.

"The latest Interaction Director enhancements further add value to a product that has helped us address the challenge of cost-effectively and simply deploying a network-based routing product," said Scott Armstrong, vice president of contact center technologies for InfoCision Management Corp., the world's third largest privately held teleservices company.

Increased Scalability
Interaction Director now offers optimized configuration updates between the Director and monitored CIC servers for better efficiency and capacity, which has increased scalability from about 1,000 agents, to about 4,000 agents based on call volume.

Simplified Administration
All Interaction Director configurations can now be accomplished using a graphical user interface tool, Interaction Administrator, which offers intuitive drag-and-drop functionality to configure interaction parameters, such as priority and in-queue timeouts, error recovery, skill assignment, pre-queue overflow conditions, and more.

Improved Skills-based Routing & Multimedia Queuing
Interaction Director now offers additional criteria that can be factored into skills-based routing. The product can also now evaluate the entire pool of waiting interactions coming from all queues on all monitored CIC servers. New e-mail queuing enables organizations to process e-mail as efficiently and effectively as calls.

Other Interaction Director enhancements include improved reporting and supervisory monitoring, increased reliability, and additional customization options for scoring.

"We built Interaction Director as an alternative to traditional routing products that force organizations to learn new interfaces for administration and management, integrate a multitude of new products and servers, and sacrifice open standards," said Interactive Intelligence president and chief executive officer, Dr. Donald E. Brown. "The latest version of Director builds on its inherent advantages, giving distributed organizations the lowest total cost of ownership, along with the fastest return on investment."

Interaction Director was first released in 1999 and is targeted at in-house multi-site contact centers, and distributed teleservices firms. The latest release is offered through Interactive Intelligence's global network of approximately 160 value-added resellers.

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