INDIANAPOLIS--May 17, 2006--Interactive Intelligence Inc. (Nasdaq:ININ) said today it will expand its contact center software suite by adding a new workforce management module called Interaction Optimizer(TM).
The company designed Interaction Optimizer to offer affordable forecasting, scheduling, and real-time adherence capabilities to contact centers of all sizes. By more effectively matching a workforce to its workload, these capabilities can help contact centers lower costs, increase agent productivity, improve customer service, and ensure compliance.
Interaction Optimizer will be offered as an optional, pre-integrated component of the Interactive Intelligence contact center automation software, Customer Interaction Center(R) (CIC).
"By eliminating the cost and complexity associated with integration, Interaction Optimizer directly addresses the need for an affordable, easy-to-use workforce management solution," said Ken Landoline, senior analyst for Yankee Group. "While highly scalable, it is particularly attractive to the largely untapped market of contact centers with fewer than 75 agents. Interaction Optimizer also effectively addresses agent churn - as high as 30 to 40 percent based on industry averages - by empowering employees with a fast and simple method for submitting schedule requests tailored to meet individual needs."
As a pre-integrated component of the company's software suite, Interaction Optimizer makes full use of CIC's automatic call distribution data, which includes multi-channel routing, thus giving customers an exceptionally easy-to-use and accurate method for planning schedules and making changes on-the-fly.
Interaction Optimizer also offers demand forecasting with the ability to create schedule simulations based on virtually unlimited scenarios, including variances such as seasonal effects and promotional campaigns. This flexibility helps contact centers effectively identify staffing shortages and overages for maximum operational efficiency.
Interaction Optimizer's real-time adherence feature includes an easy-to-read graphical interface that helps supervisors quickly identify out-of-compliance scenarios, while maintaining service levels.
"As part of a cost-effective, truly unified contact center automation suite - not a solution composed of loosely integrated multi-vendor products - we believe Interaction Optimizer fills a major void in the growing workforce optimization market, now worth a hefty $650 million and expected to grow to more than a billion by 2007," said Interactive Intelligence senior vice president of worldwide marketing, Joseph A. Staples.
Interactive Intelligence plans to make Interaction Optimizer generally available throughout North America in early Q3 2006. The product will be offered through the Interactive Intelligence channel composed of approximately 250 value-added resellers.
To learn more about Interaction Optimizer, visit http://www.inin.com/products/optimizer/optimizer.asp.
About Interactive Intelligence
Interactive Intelligence Inc. (Nasdaq: ININ) offers business communications software solutions for contact center automation, enterprise IP telephony, unified communications, and self-service automation. The company was founded in 1994 and has more than 2,000 customers worldwide. Recent awards include CRM Magazine's 2006 Rising Star Excellence Award, Network Computing Magazine's 2006 Well-Connected Award, Software Magazine's 2005 Top 500 Global Software and Services Companies, Miercom's 2005 Best Integrated Multimedia IP Contact Center product award, and Frost & Sullivan's 2005 Excellence in Technology of the Year Award. Interactive Intelligence employs more than 400 people and is headquartered in Indianapolis. The company has 12 offices throughout North America, Europe and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or
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; on the Net: http://www.inin.com.
