Interaction management software version 2.1 adds Web collaboration and
other capabilities designed to increase productivity and improve customer
service for contact centers and enterprises
> INDIANAPOLIS (Jan. 15, 2002) - Interactive Intelligence
released version 2.1 of its award-winning Customer Interaction CenterT (CIC)
for contact centers and Enterprise Interaction Center® (EIC) for enterprises
on Dec. 31, 2001.
> Interactive Intelligence first released its software in 1997 as a simple,
cost-effective alternative to traditional telecommunications and computer
telephony integration solutions. The software offers an open, unified
platform that includes a variety of applications such as unified messaging,
interactive voice response, multimedia routing and queuing, screen pop,
Internet text chat and more.
> CIC and EIC version 2.1 now offer enhanced Web interaction, response
management, unified messaging, supervisory, customization and performance
capabilities.
> "There are lots of great enhancements to the new version of our software
but we`re particularly excited about our new Web collaboration feature," Dr.
Donald E. Brown, president and chief executive officer for Interactive
Intelligence, said. "This rounds out our multimedia capabilities and enables
us to be extremely competitive in the e-commerce marketplace. We`re excited
to offer Web collaboration, along with so many other improvements, to
contact centers and enterprises of all kinds."
> New and enhanced features in the upgraded CIC and EIC software include the
following:
> · Web collaboration - Users can now synchronize their browsers with online
customers, help customers fill out HTML forms, allow customers to submit a
question and receive an answer without having to go through an entire chat
session, perform chat conferences and even see who is currently on a Web
site and which pages they`ve visited.
· E-mail response management - The list of canned messages and URLs
embedded in the agent`s response interface has been replaced by a new
XML-based hierarchical response management system designed to increase the
speed with which agents can respond to text chats and e-mails.
· Unified Messaging - The unified messaging feature now comes with a
calendar connector for Exchange 2000, the ability to annotate faxes and
resend them, new fax reports and more.
· Supervisory capabilities - Supervisors can continuously monitor a line,
agent, or queue and a new feature called "hosted monitoring" enables
external clients and supervisors to talk together while listening to live
conversations between agents and the clients` end-customers. In addition,
outsourcing companies can now offer their clients unassisted remote line,
agent and queue monitoring.
· Interaction Processor - The Interaction ProcessorT, at the heart of both
CIC and EIC, has been re-written in C++, thus eliminating the need for a
Java virtual machine and greatly improving both efficiency and scalability.
· Interaction Designer -Interaction DesignerT, the graphical application
generator used to customize CIC, has been enhanced to better display
business logic for simplified customization, and now includes a series of
SOAP tools enabling it to communicate better with other systems over the
Internet.
> CIC and EIC 2.1 are currently available through Interactive Intelligence`s
channel network composed of more than 150 value-added resellers around the
world.
> 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 800 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.
>
> Contact(s):
> Christine Holley
> Director, Market Communications
> Interactive Intelligence Inc.
> +1 317.715.8220
> christine.holley@ININ.com
>
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