Interactive Intelligence announces new workforce management software.

Interactive Intelligence Inc. has made generally available its new contact center workforce management software module, Interaction Optimizer. 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 regulatory compliance. Interaction Optimizer will be offered as an optional, pre-integrated component of the Interactive Intelligence contact center automation software suite, Customer Interaction Center (CIC). As a pre-integrated component of the company's software suite, Interaction Optimizer makes use of CIC's automatic call distribution data, which includes multichannel routing, thus giving customers an easy-to-use and accurate method for planning schedules and making changes on-the-fly. Interaction Optimizer's demand forecasting feature includes the ability to create schedule simulations based on virtually unlimited scenarios, such as variances due to seasonal effects and promotional campaigns. This flexibility is intended to help contact centers effectively identify staffing shortages and overages for maximum operational efficiency. Interaction Optimizer's real-time adherence functionality offers instant notification of compliance with scheduled activities--no lag time between notification and event.

www.inin.com/products/optimizer/optimizer.asp