Interactive Intelligence, a provider of unified IP business communications offerings, is releasing the next version of its all-in-one IP communications software suite, Customer Interaction Center (CIC).
The new release of IP communications software suite CIC 4.0 features real-time speech analytics, increased scalability, Web portal access, and private cloud deployment model, the company said.
The new real-time speech analytics application Interaction Analyzer of CIC 4.0 provides real-time keyword- and phrase-spotting on either the customer side, agent side, or both sides of a voice conversation.
This real-time capability alerts contact centre managers to problem interactions, and then monitor, coach, or intervene to satisfy customers and improve agent performance.
Architectural improvements in CIC 4.0 includes a more than double increase in the number of automatic call distribution (ACD)-enabled agents supported on a single server; a five-time increase in the number of simultaneous interactive voice response (IVR) sessions supported; and a seven-time increase in the number of calls that can be recorded per hour.
The new suite eliminates third-party call processing software from CIC and moves all media processing to the company’s Interaction Media Server.
Interactive Intelligence founder and CEO Donald Brown said they’re particularly excited about their innovative speech analytics application, which gives customers an easier-to-deploy and more cost-effective alternative to what’s currently on the market.
CIC 4.0 also includes the addition of Interaction Web Portal, a new application that enables contact centre outsourcers to provide their clients with secure, branded access and real-time visibility.
In addition, CIC 4.0 include a new Web client, upgraded email handling, more efficient queries of call recordings, and expanded and improved reporting.
The company plans to make CIC 4.0 available in English-speaking countries in Q3 2011, followed by other countries throughout EMEA and APAC.
