Interactive Intelligence Releases Major Upgrade to Predictive Dialer Software

Interactive Intelligence (Interactive) just announced general availability of its Interaction Dialerversion 4.0 (Dialer 4.0). Customer Interaction Center's (CIC) Interaction Dialer is a complete SIP-based "all software" architecture (no predictive dialer hardware required) and available as a premise-based solution, a cloud-based hosted contact center solution (Communications as a Service) at a fixed monthly cost, and as an Interactive Intelligence managed service.

Interaction Dialer Features

Key Interaction Dialer Features include:

• Skills-based dialing based on agent skill availability. Skills-based dialing labels each agent's abilities, skill sets, and proficiency. As campaigns run, a patented formula determines the skill needed for a particular outbound call and determines if an agent with the needed skills will be available. The result? High agent utilization, fewer abandons, a better customer experience, and agent productivity that can approach 100% utilization.
  
  
• Inbound/outbound call blending availability. Call blending combines outbound and inbound call activities when paired with the ACD capabilities of CIC.
  
  
• Supports Do Not Call compliance through real-time connectivity to third-party Do Not Call (DNC) services, such as DNC.com (Contact Center Compliance), and in-house DNC lists where numbers can be checked against a third-party database prior to dialing to better ensure regulatory compliance.
  
  
• Supports FTC safe harbor call logging, caller ID, and minimum connect times.
  
  
• Allows construction of versatile communication campaigns that send an email or a fax, send an SMS message, or route a live caller to an IVR script.

Dialer 4.0 Updates

This latest Interaction Dialer upgrade was designed to improve ease-of-use, simplify management, and help contact centers more effectively execute dialing campaigns. The new features are:

Multi-Campaign Dialing

Dialer 4.0 allows multi-campaign dialing and management without the need for workflows. Multiple campaigns can run simultaneously with priorities set for each to determine volume of calls placed for the duration of each campaign. Workgroups, as well as individual agents, can be assigned to specific campaigns - with multiple active campaigns per agent.

You may also run multiple campaigns against a workgroup, targeting distinct customer groups at specific times of the day or week using patented, skills-based dialing for goal-oriented, outbound campaigns. As agents are logged onto multiple campaigns, overall productivity dramatically increases without over-burdening campaign administration.

Increased Accuracy of Answering Machine Detection

Using several new patents dramatically reduces costs - a one percent improvement in answering machine detection accuracy can equate to millions of dollars in company savings.

Blended Call Dispositions

Another key enhancement is the ability for blended call dispositions. Dialer 4.0 allows both inbound and outbound agents to use the same wrap-up codes - for consistent results and more accurate reports.

Improved User Interface

Interaction Dialer 4.0 offers a complete re-write of user interface. It's more intuitive and visually appealing with the new accordion-style presentation. A "query-by-example" tool reduces programming requirements.

Real-Time Stats and Expanded Reporting

Real-time statistics are now available on the supervisor's desktop or to agents through Interaction Marquee. Reporting is more extensive - with the addition of new data fields and consolidation of data into three distinct tables: Call History, Agent Stats and Campaign Stats. Moreover, consolidated history dataand new data fields result in simplified creation of customized reports and the ability to conduct more in-depth analysis of campaigns.

What This Means to You

To Customers: As mentioned above, the Interaction Dialer is a complete SIP-based "all software" architecture (no predictive dialer hardware required) and available as a premise-based solution, a cloud-based hosted contact center solution at a fixed monthly cost, and as an Interactive Intelligence managed service. Dialer 4.0 is a solution that is applicable in virtually any outbound environment - contact centers, outsourcers and collections. With tools that can assist in complying with U.S. and international sales and collections regulations, Dialer 4.0 helps businesses keep campaign compliance in check.

In addition, the Interaction EasyScripter - a full-featured software suite designed to simplify the scripting process - with plug-in integration to Dialer 4.0 and CIC will be available in the next few months. EasyScripter is made for contact center, telesales and telemarketing operations, and supports today's sophisticated, fast-paced phone campaigns. It leverages built-in templates, style sheets, 100+ predefined controls and the Script Editor Visual Designer environment to simplify the scripting process. Moreover, its direct integration and central log-on to Interaction Dialer/CIC allows agents to leverage CIC's desktop call controls and presence management status settings. CIC also drives screen pops for campaign scripts and customer data from the call list or third-party database.

To Partners: Interactive continues to fine tune its highly integrated UCC portfolio with solutions geared to today's business needs be they in private cloud, public cloud, hybrid or fully managed environments. Customers can even migrate their cloud-based solutions to their own site at any time. Partners no doubt see many insertion points for new product and accompanying pro services as a result.