Interactive Intelligence Upgrades Interaction Management Software Monday 4 March 2002 PDF Print Interaction management software version 2.1 adds Web collaboration and other capabilities designed to increase productivity and improve customer service for contact centres and enterprises AIX-EN-PROVENCE (March 4, 2002) - Interactive Intelligence (Nasdaq: ININ) today released version 2.1 of its award-winning Customer Interaction Center(tm) (CIC) and Enterprise Interaction Center® (EIC) software for distribution throughout Europe, Middle East and Africa. Version 2.1 adds Web collaboration and other capabilities designed to increase productivity and improve customer service for contact centres and enterprises. CIC is the company's interaction management software for contact centres, providing customers with applications such as multimedia routing and queuing, screen pop, real-time supervisory monitoring, call recording, reporting and Internet text chat. EIC is the company's interaction management software for enterprises and e-businesses. EIC is an "out-of-the-box" product that comes with digital PBX, auto attendant, unified messaging, fax services, workgroup routing and Web services. Both products are based on Interactive Intelligence's open, "all-in-one" communications platform, designed as a simple, cost-effective alternative to traditional telecommunications and computer telephony integration solutions. CIC and EIC version 2.1 now offer enhancements to response management, unified messaging, supervisory, customisation and performance capabilities, in addition to a new Web collaboration feature. "Our new Web collaboration feature really rounds out our multimedia capabilities and enables us to be extremely competitive in the e-commerce marketplace," said Dr. Donald E. Brown, president and chief executive officer for Interactive Intelligence. "We're excited to offer contact centres and enterprises throughout EMEA an alternative to expensive and complex proprietary systems." New and enhanced features in the upgraded CIC and EIC software include the following: * Web collaboration - Users can now synchronize their browsers with online customers, help customers fill out HTML forms, allow customers to submit a question and receive an answer without having to go through an entire chat session, perform chat conferences and even see who is currently on a Web site and which pages they've visited. * E-mail response management - The list of canned messages and URLs embedded in the agent's response interface has been replaced by a new XML-based hierarchical response management system designed to increase the speed with which agents can respond to text chats and e-mails. * Unified Messaging - The unified messaging feature now comes with a calendar connector for Exchange 2000, the ability to annotate faxes and resend them, new fax reports and more. * Supervisory capabilities - Supervisors can continuously monitor a line, agent, or queue, and a new feature called "hosted monitoring" enables external clients and supervisors to talk together while listening to live conversations between agents and the clients' end-customers. In addition, outsourcing companies can now offer clients unassisted remote line, agent and queue monitoring. * Interaction Processor - The Interaction Processor(tm), at the heart of both CIC and EIC, has been re-written in C++, thus eliminating the need for a Java virtual machine and greatly improving both efficiency and scalability. * Interaction Designer -Interaction Designer(tm), the graphical application generator used to customize CIC, has been enhanced to better display business logic for simplified customisation, and now includes a series of SOAP tools enabling it to communicate better with other systems over the Internet. Interactive Intelligence is headquartered in North America with European offices located in France, United Kingdom, Germany and the Netherlands. The company sells its products through a channel network composed of more than 150 resellers, including KPN, Deutsche Telekom, eircom, Dimension Data, Cisco, Unisys and Pivotal. Interactive Intelligence has installed its products at more than 900 customer sites worldwide, including BMW Financial Services Italia, Telegen UK and Telenor Norway. About Interactive Intelligence Inc. Interactive Intelligence (Nasdaq: ININ) is a global developer of multi-channel interaction management software designed to give contact centres, enterprises and service providers a flexible and affordable alternative to traditional telecommunications and computer telephony integration solutions. The company was founded in 1994 and has a worldwide customer base of more than 900 companies. Interactive Intelligence has won numerous awards, including Software Magazine's 2000 Top 500 Global Software and Services Companies and Frost & Sullivan's 2001 Entrepreneurial Company of the Year. The company's corporate headquarters are located in Indianapolis, IN, USA with offices throughout the Americas, Europe, Asia Pacific and Africa. Its telephone number is +33 442.910.910; on the Web: http://www.ININ.com This release contains certain forward-looking statements that involve a number of risks and uncertainties. Factors that could cause actual results to differ materially are described in the company's SEC filings. Interactive Intelligence Inc. is the owner of the marks INTERACTIVE INTELLIGENCE, its associated LOGO and numerous other marks. All other trademarks mentioned in this document are the property of their respective owners. Copyright © 2002 Interactive Intelligence Incorporated. All rights reserved. Contact Tony Armitage Vice President, Marketing and Channel Development - EMEA Interactive Intelligence Inc. +33 442 910 914 tony.armitage@ININ.com This press release was distributed by ResponseSource Press Release Wire on behalf of Gray Associates in the following categories: Consumer Technology, Personal Finance, Business & Finance, Computing & Telecoms, for more information visit https://pressreleasewire.responsesource.com/about.