Unified communications provider, Interactive Intelligence, will be releasing the latest version of its all-in-one IP communications software suite, Customer Interaction Center (CIC), aimed at mid to large sized centres and enterprises.
“It is a virtual service; we’re going away from physical hardware to support VMware and Microsoft’s virtual product, Hyper-V,” Interactive Intelligence country manager A/NZ, Brendan Maree, said.
CIC 4.0 contains a new speech analytics application, the Interaction Analyzer, which provides real-time keyword and phrase spotting on a customer’s side, agent’s side or both sides of a voice conversation.
The Interaction Analyzer was designed to provide contact centres and enterprises with improved management insight and enhance user experience by alerting contact centre managers to problem interactions, then observe, train or mediate to satisfy customers and enhance performance.
According to Interactive Intelligence, the solution more than doubles the number of automatic call distribution (ACD) enabled agents supported on a single server, increases the amount of simultaneous interactive voice response (IVR) sessions supported by five times and increases the number of calls recorded per hour by seven fold.
The company will eliminate the third-party call processing software from the solution and transfer all media processing to its Interaction Media Server – creating a private cloud deployment model.
The solution also includes an Interaction Web Portal application that allows contact centre outsourcers to offer their clients the ability to monitor live calls, listen to call recordings and view their performance reports.
“One of the challenges that contact centres have is for its managers to know what to pay attention to,” Interactive Intelligence senior vice-president of worldwide marketing, Joseph Staples, said,
Its other enhancements include: a new Web client, enhanced email handling, efficient call recording queries and improved reporting.
Businesses have a choice of deploying the solution as a premise-based solution or as a Communications-as-a-Service (CaaS) at a monthly cost.
The CIC 4.0 is expected to be available in Australia and all other English speaking countries in August this year from its direct sales force and channel of more than 300 global resellers.
The company most recently acquired its reseller, CallTime Solutions for an undisclosed sum.