Interactive Intelligence upgrades intelligent multisite routing software.Interactive Intelligence Inc., a developer of business communications software (communications, software) communications software - Application programs, operating system components, and probably firmware, forming part of a communication system. These different software components might be classified according to the functions within the Open Systems , has announced upgrades to its intelligent multisite routing software, Interaction Director. Interaction Director offers network-based pre- pre- word element [L.], before (in time or space). pre- pref. 1. Earlier; before; prior to: prenatal. 2. and post-call routing to help distributed organizations with high call volumes. The upgraded product is offered as an add-on to the company's contact center automation software, Customer Interaction Center. It includes enhancements designed to increase scalability, simplify administration and improve skills-based routing and multimedia queuing The process of lining up events in the order you want them processed. Whether it refers to packets in an IP network that search for the most optimal path to their destination, or telephone callers sitting in a "hold queue" waiting to be answered, queuing means the same thing: deciding on . Interaction Director now offers optimized configuration updates between the Director and monitored CIC CIC circulating immune complexes. CIC Circulating immune complexes. See Immune complexes. servers for better efficiency and capacity, and has increased scalability from about 1,000 to about 4,000 agents based on call volume. All Interaction Director configurations can now be accomplished using a graphical user interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to tool, Interaction Administrator, which offers intuitive drag-and-drop functionality to configure See configuration. (software) configure - A program by Richard Stallman to discover properties of the current platform and to set up make to compile and install gcc. Cygnus configure was a similar system developed by K. interaction parameters, such as priority and in-queue timeouts, error recovery, skill assignment, pre-queue overflow conditions and more. Interaction Director now offers additional criteria that can be factored into skills-based routing. The product also can now evaluate the entire pool of waiting interactions coming from all queues on all monitored CIC servers. New e-mail queuing enables organizations to process e-mail as efficiently and effectively as calls. Other Interaction Director enhancements include improved reporting and supervisory monitoring, increased reliability and additional customization options for scoring. www.inin.com |
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