Contact Center Solutions Featured Article

Interactive Intelligence Contact Center Solutions Enhanced by Predictive Dialer System

June 06, 2012

Interactive Intelligence Group Inc., a global provider of contact center automation, unified communications, and business process automation software and services for mid-size to large organizations, will demonstrate its contact center solutions at the upcoming Middle East Call Center (MECC) conference 2012. It will exhibit solutions such as the all-in-one Customer Interaction Center (CIC) version 4.0 and the Interaction Mobilizer.

Interaction Mobilizer is a new software platform that enables organizations to rapidly deploy customer service applications on multiple mobile operating systems, devices, and social media websites, while bridging the gap between mobile self-service and live assistance.

“We developed Interaction Mobilizer to empower companies to more quickly deploy transactional mobile apps that give customers a unified customer service experience,” said Shaheen Haque, territory manager, Middle East and Turkey at Interactive Intelligence.

CIC is an application for managing phone calls, Web chats, faxes and email, for all business users, agents, and supervisors. Workforce performance and customer service become highly consistent with features that bridge the gap between location and technology, allowing customers to take advantage of every aspect of unified communications and interaction management.

“We are very keen to demonstrate the newly launched version of Customer Interaction Center, our single fully-integrated software solution for contact centers,” Haque added. “This platform gives contact centers and enterprises significantly increased scalability and reliability, an enhanced user experience, and improved management insight.  This solution is easier-to-deploy and is a more cost-effective alternative to what's currently available in the market.”

The capabilities of this integrated solution are enhanced by the pre-integrated Interaction Dialer, a predictive dialer system for outbound and blended predictive dialing; the Interaction Recorder, which simplifies quality evaluation processes with out-of-the-box reports to facilitate measuring team and individual results; and the Interaction Feedback, a system that helps enterprises manage automated post-call surveys that better quantify customer perceptions while seamlessly accessing results and related recordings from the Interaction Recorder for added simplicity.

The Interaction Dialer extends functionality for intelligent campaign staging, advanced call scripting, compliance options and more. The real advantage of Interaction Dialer and CIC lies in the power it delivers for virtually any outbound environment – contact centers, outsourcers, collections – and for predictive dialing scenarios of all kinds. Interaction Dialer is available as a premise-based solution, a cloud-based hosted contact center solution, and a managed service.