Interactive Intelligence Readies Upgrade of Flagship Customer Interaction Product

Indianapolis-based Interactive Intelligence has released version 4.0 of its Customer Interaction Center IP communications software suite.

The new version includes Interaction Analyzer, which provides real-time keyword- and phrase-spotting on either the customer side, agent side, or both sides of a voice conversation; architectural improvements that provide scalability increases and eliminate third-party call processing; the Interaction Web Portal, an application enabling contact center outsourcers to provide their clients with secure, branded access and real-time visibility; and a new Web client, upgraded e-mail handling, more efficient queries of call recordings, and expanded and improved reporting.

“We designed our upcoming CIC 4.0 release to give contact centers and enterprises significantly increased scalability and reliability, an enhanced user experience, and improved management insight,” Interactive Intelligence founder and CEO Dr. Donald E. Brown says in a statement. “We’re particularly excited about our innovative speech analytics application, which gives customers an easier-to-deploy and more cost-effective alternative to what’s currently on the market.”

Nathan Golia is senior editor of Insurance & Technology. He joined the publication in 2010 as associate editor and covers all aspects of the nexus between insurance and information technology, including mobility, distribution, core systems, customer interaction, and risk ... View Full Bio