Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of unified IP business communications solutions, is set to demonstrate its leading range of contact center solutions such as the all-in-one Customer Interaction Center™ (CIC) version 4.0 solution at the upcoming Middle East Call Center ’12 (MECC ’12 ) conference. The company will also exhibit Interaction Mobilizer, 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 are very keen to demonstrate the newly launched version of Customer Interaction Center, our single fully-integrated software solution for contact centers. 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,” says Shaheen Haque, territory manager, Middle East and Turkey at Interactive Intelligence.
Customer Interaction Center™ (CIC) is a powerful all-in-one 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. Interactive Intelligence further offers customers flexibility in the mode of deployment as the solution can be set up on-premise, as a cloud-based solution or as a managed service.
The capabilities of this integrated solution are further enhanced by the pre-integrated Interaction Dialer, Interaction Recorder and Interaction Feedback modules. Interaction Dialer is a predictive dialer system for outbound and blended predictive dialing. The Interaction Recorder simplifies quality evaluation processes, with out-of-the-box reports to facilitate measuring team and individual results. This empowers business users to manage the quality assurance process independently and with greater agility, with minimal impact on IT. The Interaction Feedback system 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.
Interactive Intelligence’s new Interaction Mobilizer software enables organizations to offer powerful self-service applications to customers using iPhones, Android phones, and Windows phones, as well as the organization’s Facebook site. “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.
MECC ’12, one of the leading contact center events in the Middle East, brings together international experts, subject matter specialists and regional professionals to learn best practices, collect new ideas, share experiences and develop their plans and tactics for the ongoing improvement of the industry. The event will be held at the Dubai International Convention and Exhibition Center between the 4th and 7th of June, 2012. Interactive Intelligence will be exhibiting at booth C12.