Interactive Intelligence Enhances Customer Interaction Center

Interactive Intelligence has released an enhanced version of its Customer Interaction Center (CIC). CIC, an all-in-one IP communications software suite, has been improved to make deployment and management of the software easier and more cost-effective.

Included in the enhancements for CIC 4.0 are expanded web administration capabilities, site-specific administration of centralized infrastructures, and improved reporting for customer feedback management.

According to Art Rosenberg of UCStrategies, "Contact Center technology providers like Interactive Intelligence are moving to support distributed contact centers for medium and large organizations by exploiting centralized administration and operational management through cloud-based software applications. In doing so, they are addressing the need for simplified and cost-efficient management of contact center operations, regardless of where customer-facing staff are located or what forms of contact are used for customer interactions. This approach will reinforce ININ's 'all-in-one' contact center software technologies through more flexible and cost-effective Communications-as-a-Service (CaaS) options, rather than traditional, premise-based hardware systems."

Rosenberg adds, "This strategy will not only help centralize and virtualize contact center operations management, but will also help organizations gracefully migrate from the limitations of traditional call center functions to more flexible 'UC Contact Center' capabilities that will benefit the new world of mobile consumers, remote agents, and real-time access to subject matter experts that may be needed to resolve a customer issue. This announcement indicates that Interactive Intelligence is betting big on cloud-based contact center application services that integrate with distributed, legacy, premise-based systems. However, we have yet to see details of how Interactive Intelligence will support the self-service aspect of mobile apps that will change the way mobile consumers interact with the 'UC Contact Center' from legacy IVR telephone interfaces to multimodal smartphones."

CIC is available through Interactive Intelligence's reseller channel and direct sales.

For more information, visit www.inin.com.