Interactive Intelligence Releases Second Generation Interaction Center Platform.Interactive Intelligence Inc. has released its Interaction Center Platform 2.0, the company's interaction management engine and associated components that lie at the heart of Interactive Intelligence's solutions. Two products based on the Interaction Center Platform, Enterprise Interaction Center (EIC EIC Editor-In-Chief EIC Euro Info Centre (DIN) EIC Earned Income Credit EIC Excellence in Cities (UK) EIC Enterprise Interaction Center (Interactive Intelligence) ) and Customer Interaction Center (CIC CIC circulating immune complexes. CIC Circulating immune complexes. See Immune complexes. ), began shipping in June 2001. EIC acts as a complete communications solution for businesses of all types, providing PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). , auto-attendant, interactive voice response, speech recognition and unified messaging Having access to e-mail, voice mail and faxes via a common computer application or by telephone. For example, unified messaging may send faxes and digitized voice mail to a mail server that turns them into e-mail attachments. integrated with popular e-mail products including Microsoft Exchange Messaging and groupware software for Windows from Microsoft. Exchange Server is an Internet-compliant e-mail system that runs under Windows NT/2000 and Windows Server 2003. It can be accessed by Web browsers, the Exchange client, versions of Outlook and the earlier Windows Inbox. , Lotus Notes and Novell Groupwise. CIC is a comprehensive interaction management solution for inbound, outbound and blended contact centers, providing IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , automatic call distribution, call recording, text chat, real-time supervision and screen pop integration with popular products from Pivotal, Siebel, PeopleSoft, SAP and others. Version 2.0 of these products adds a number of new features, including Wi ndows 2000 support; multimedia queuing for phone calls, e-mails, faxes, voice mails, text chats, Web callback requests and user-defined interaction types; a supervisory alert feature that allows contact center agents to click a single button to notify supervisors when they encounter a problem situation; one-number "follow me" capabilities; a new browser-based software phone; a Palm 7-based software phone; and multisite capabilities that allow employees at one site to see the real-time status. The Interactive Intelligence software is based on an open architecture that provides a central point of control for all interaction processing. Interactive Intelligence designed the software as a more flexible and cost-effective alternative to proprietary, legacy telecommunication devices. |
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