Interactive Intelligence Releases New Version of Customer Interaction Center
Interactive Intelligence has recently announced the release of Customer Interaction Center 4.0, the latest major version of its all-in-one IP communications software suite. Included in this new release are real-time speech analytics, increased scalability, access to web portals, and private cloud deployment options.
The CIC 4.0 release comes with the new real-time speech analytics application, Interaction Analyzer, which spots keywords and key phrases from customers and agents, alerting managers to interaction problems. With the Interaction Web Portal, contact center outsourcers can provide secure, branded access and real-time visibility to their clients, as well as monitor live calls, listen to call recordings, and view performance records.
There are also architectural improvements in Customer Interaction Center 4.0, designed to improve scalability, more than doubling the automatic call distribution-enabled agents supported per server, simultaneous interactive voice sessions supported, and calls recorders per hour. The improvements also eliminate third-party call processing software, instead moving media processing to its own Interaction Media Server.
Among the other enhancements are a new web client, upgraded email handling, efficient queries of call recordings, and improved reporting. It's targeted at mid-size to large contact centers and enterprises, and will be made available in the third quarter of 2011.
"What really caught my eye here was the focus on real-time speech analytics," says Jon Arnold of UCStrategies. "With today's Web-based communications modes, interactions between agents and customers can escalate very quickly. Contact center managers need every tool they can get to stay on top of their agents, and this feature from CIC 4.0 should be very well received."
For more information, visit www.inin.com.