INTERACTIVE INTELLIGENCE RELEASES NEW VERSION OF E-MAIL AND WEB AUTO RESPONSE SOFTWARE
e-FAQ 2.2 offers new workflow feature and other enhancements for increased agent productivity, improved customer satisfaction and reduced operating costs
INDIANAPOLIS (Feb. 5, 2002) – Interactive Intelligence (Nasdaq: ININ), a global developer of interaction management software, released e-FAQ™ 2.2, the company`s latest version of its award-winning e-mail and Web auto response product on Jan. 25.
e-FAQ 2.2 offers a new workflow feature and other enhancements for increased agent productivity, improved customer satisfaction and reduced operating costs. e-FAQ 2.2 is targeted at organizations of all sizes that process at least 50 e-mail or Web-based requests daily.
In addition to improved reporting, query testing, response accuracy, routing and complete support of the Netscape 6.1 browser, e-FAQ 2.2 offers a new workflow feature designed to further simplify the administration process. This new workflow feature enables administrators to define formal rules about how requests for new FAQ entries or modifications are processed from submission to approval. Administrators can also perform authoring, verification and approval from a single interface, thus eliminating the need for informal "out-of-band" mechanisms, such as sending e-mails to authors or administrators.
For organizations that want to migrate to more sophisticated interaction management applications, e-FAQ 2.2 also offers compatibility with the latest release of Interactive Intelligence`s Customer Interaction Center™ (CIC), version 2.1. CIC is Interactive Intelligence`s contact center offering designed to replace proprietary devices such as PBXs, automatic call distributors, interactive voice response systems and fax servers.
Unlike many knowledge management products that require customers to answer multiple pre-qualifying questions before getting an automated response, e-FAQ uses linguistic analysis and artificial intelligence techniques so customers can get the answers they need with a single inquiry. e-FAQ`s Web-based authoring interface, called the e-FAQ Knowledge Manager, enables employees to build a knowledge base by simply submitting frequently asked question and answer pairs instead of requiring a dedicated knowledge engineer to perform this task.
"Self-service is a big issue these days as customers increasingly expect 24x7 service and the convenience of interacting with companies via any communications channel," Dr. Donald E. Brown, president and chief executive officer for Interactive Intelligence, said. "e-FAQ, with its simplified authoring tool, escalation to live help, and a migration path to more sophisticated interaction management applications, gives organizations the ability to more effectively meet the needs of customers without exhausting IT resources. The enhancements in e-FAQ 2.2 extend these benefits and we`re excited to offer companies an even better product for the purpose of reducing costs and increasing customer loyalty - a critical goal in today`s `commoditized` business environment."
Interactive Intelligence first released its interaction management software in 1997 and launched e-FAQ in 1999. Today, more than 900 contact centers, enterprises and service providers use software by Interactive Intelligence.
About Interactive Intelligence Inc.
Interactive Intelligence (Nasdaq: ININ) is a global developer of interaction management software designed to automate communications for contact centers, enterprises, e-businesses and service providers. The company was founded in 1994 and, today, has a worldwide customer base of more than 900 companies. Based on an open, unified platform, the Interactive Intelligence product line was designed as a flexible and affordable alternative to traditional telecom solutions. The Interactive Intelligence product line is subject to multiple United States and international patents pending. Interactive Intelligence has won numerous awards, including Software Magazine`s Top 500 Global Software and Services companies in 2000. The company`s global headquarters are located in Indianapolis, IN, with regional offices throughout North America, Europe and Asia Pacific. Its telephone number is +1 317.872.3000; on the Web: http://www.ININ.com.
This release contains certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company`s SEC filings.
Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners.
Copyright © 2002 Interactive Intelligence Incorporated. All rights reserved.
Contact(s):
Christine Holley
Director, Market Communications
Interactive Intelligence Inc.
+1 317.715.8220
christine.holley@ININ.com
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