Interactive Intelligence Launches Latest Version of E-mail and Web Auto Response Solution at ICCM 2001
Interactive Intelligence will demonstrate e-FAQ`s newest features designed for even better customer response accuracy
CHICAGO, ICCM 2001 Conference and Expo (July 31, 2001) - Interactive Intelligence Inc. (NASDAQ: ININ) is launching the latest version of its e-mail and web auto response solution, e-FAQ(tm) version 2.1, at the 2001 ICCM/Call Center Management Conference & Exposition (booth #501) from July 31st to August 2nd in Chicago, IL.
e-FAQ, first released in 1999 and winner of Call Center Magazine`s Best Call Center Products of 2000, was designed to help organizations improve online customer service while increasing productivity and reducing costs. e-FAQ accomplishes this by turning static FAQs into interactive FAQs and automating e-mail and web responses. e-FAQ is ideal for organizations of all sizes, offering a simple alternative to expensive and complex knowledge management products.
"We chose e-FAQ because it enabled us to set up an automated online response system without investing in a dedicated knowledge engineer or spending years developing a good knowledgebase," said Rob Busby, customer service technical manager for Digital Convergence. "e-FAQ has helped us to make better use of our existing intellectual capital, while vastly improving customer service. e-FAQ proves that the right technology can help companies give great online service while actually saving money."
Quentin Daffarn, managing director for Message Link (Pty) Limited in South Africa added:
"As an outsourced call center that also services many outsourcer clients, we really saw the value of a knowledge management solution that would enable agents to quickly make use of detailed and complex knowledge across a wide variety of subject areas. We were already using Interactive Intelligence`s Customer Interaction Center to provide functions like skills-based routing and interactive voice response, so e-FAQ made sense as an add-on that would be easy to integrate and quick to learn. It`s turned out to be exactly that. e-FAQ`s enabled us to instantly transfer knowledge across the entire company. This has resulted in faster, more accurate and more consistent information delivery, which has greatly impressed our clients and, in turn, their customers."
The new version of e-FAQ adds to the already comprehensive feature set of its predecessor, with enhancements such as:
· Feedback support for improved question/answer matching
· Language-neutral support
· Boolean search support
· Integration to Interactive Intelligence`s
interaction management software
· Enhanced reporting
· And much more
Unlike case-based reasoning products that require customers to answer multiple pre-qualifying questions before getting an automated response, e-FAQ uses linguistic analysis and artificial intelligence techniques enabling customers to get the answers they need with a single inquiry. In addition, customers can easily escalate to live service through web chats and web callbacks or via quick, personalized e-mail messages.
Organizations benefit from e-FAQ by eliminating the need for knowledge engineers. Using e-FAQ`s web-based authoring interface, designated employees can submit frequently asked question and answer pairs any time they want. This enables organizations to more quickly and cost-effectively give customers access to the most accurate and up-to-date information online.
For organizations that want to add more sophisticated interaction services, e-FAQ provides an easy migration path to Interactive Intelligence`s interaction management software. This "all-in-one" Windows 2000-based software, complete with digital PBX, interactive voice response, multimedia queuing and more, also comes with agent-based interaction control software that includes e-FAQ access. This enables agents to access frequently asked questions from the same interface used to perform interaction control, resulting in faster and more consistent customer responses.
"We designed e-FAQ for organizations that either couldn`t or didn`t want to invest a lot of money in a knowledge management solution," said David Fuller, director of product marketing, contact center applications, for Interactive Intelligence. "In addition to quick implementation, e-FAQ offers a much easier way to get new and updated answers online. And unlike some other self-service modules, e-FAQ offers the critical component of escalation to live assistance. It`s not every day that a product offers a fast and easy way to improve customer service, while demonstrating a return on investment as quickly as a few weeks."
e-FAQ 2.1 is currently available through Interactive Intelligence`s global reseller network comprised of more than 150 companies located in North America, South America, Canada, Europe, Africa and Asia Pacific.
For more information about e-FAQ, please visit http://www.inin.com/products/e-FAQ. To download the Interactive Intelligence trade show press kit, please visit www.virtualpressoffice.com.
About Interactive Intelligence Inc.
Interactive Intelligence Inc. (NASDAQ: ININ) is a global developer of interaction management software designed to automate virtually every aspect of business communications. The company was founded in 1994 and, today, has a worldwide customer base of more than 750 companies. Based on an open, unified platform, the Interactive Intelligence product line offers a flexible and affordable solution to contact centers, e-businesses, enterprises and service providers. The Interactive Intelligence product line is subject to multiple United States and international patents pending. Interactive Intelligence has won numerous awards, including Microsoft`s 1998 Fastest Growing Independent Software Vendor`s (ISV`s) award, Red Herring`s Top 100 Technology IPOs of 1999 and Software Magazine`s 2000 Top 500 Software and Services companies. Interactive Intelligence is headquartered in Indianapolis with European headquarters in France and Asia Pacific headquarters in Japan. Interactive Intelligence can be reached at +1 317.872.3000 or www.ININ.com.
This release contains certain forward-looking statements that involve a number of risks and uncertainties. Among the factors that could cause actual results to differ materially are the following: rapid technological changes in the industry, volatility in the market price of the company`s common stock; the company`s ability to achieve profitability, to manage successfully its growth and increasingly complex third party relationships, to maintain successful relationships with its current and any new resellers, to maintain and improve its current products and to develop new products and to protect its proprietary rights adequately; and other factors described in the company`s SEC filings, including the company`s latest annual report on Form 10-K and its quarterly reports on Form 10-Q.
Copyright© 1994 - 2001 Interactive Intelligence Incorporated. All rights reserved. Interactive Intelligence, Enterprise Interaction Center, EIC, Interaction Center, Interaction Center Platform, Customer Interaction Center, CIC, Service Interaction Center, SIC, Interaction Recorder, Interaction Dialer, Interaction Director, e-FAQ, Wireless Interaction Client and Mobilité are all trademarks or registered trademarks of Interactive Intelligence, Inc. All other products and company names should be considered servicemarks or trademarks of their respective companies.
For More Information Please Contact:
Christine Holley
Director, Market Communications
Interactive Intelligence Inc.
+1 317.715.8220
christine.holley@ININ.com
Visit the Interactive Intelligence News Room at:
http://www.inin.com/News/NewsRoom/index.asp
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