Interactive Intelligence Inc. (Nasdaq: ININ), a global developer of multi-channel interaction management software, today announced that it will release version 2.2 of its Customer Interaction Center™ (CIC) throughout Europe, the Middle East and Africa in Q3 2002. CIC 2.2's new SIP support was designed to reduce costs, simplify maintenance and increase ease-of-use for distributed contact centres and enterprises.
Interactive Intelligence released CIC 2.2 in North America in Q2 and nearly a dozen customers have already gone into production using the new software.
CIC turns a Windows 2000 server into a comprehensive interaction management solution for contact centres and interaction-intense businesses. CIC provides organisations with automatic call distribution, skills-based routing, interactive voice response, e-mail management, Web collaboration, call recording, CRM integration and screen pop all in one package, thus eliminating the need for multiple legacy devices and expensive computer telephony integration.
CIC version 2.2 adds support for session initiation protocol - the emerging Internet protocol standard for next-generation Web-centric services that establishes, routes, modifies and terminates communication services over IP networks.
CIC 2.2's enhanced voice over IP support enables Interactive Intelligence customers to run contact centre applications on legacy PBXs, Cisco AVVID phone systems, or VoIP systems built around SIP.
The SIP version of CIC 2.2 includes support for IP voice boards from AudioCodes and others. In addition to allowing customers to use SIP-based IP phones, CIC 2.2 provides built-in support for the new soft phone capabilities of Microsoft Windows XP. A computer running Windows XP with a microphone and speakers can act as a telephone itself, eliminating the need for a separate device.
CIC 2.2's SIP support also enables organisations to use network components, such as gateways, routers, proxy servers and phones from multiple vendors including Cisco, Siemens, Microsoft and Pingtel. This approach provides more flexibility and reduced costs than single-vendor VoIP solutions, according to Lee Bostrom, chief information officer for North America-based Glenview State Bank.
"When we first signed on as an Interactive Intelligence customer last year we shied away from VoIP thinking that it was perhaps cost-prohibitive and a rather immature technology on which to build our entire communications system," Bostrom said. "We decided to become a SIP beta customer for Interactive Intelligence earlier this year, however, when we learned that CIC 2.2 included a built-in SIP stack, thus significantly reducing complexity and cost. We are now routing voice traffic from five locations over our wide area network. CIC enabled us to easily migrate to SIP without sacrificing our investment in application development. Between the fully-featured SIP phones and elimination of intermediary devices, we've found CIC 2.2 to be an incredibly cost-effective and flexible solution."
In addition to SIP support, other enhanced features in CIC 2.2 include:
* Improved Web collaboration
* Better supervisory monitoring
* Increased scalability
"CIC 2.2 is unique because it offers a full range of applications - from advanced skills-based routing and speech recognition, to Web chat and e-mail queuing - as well as support for the most popular voice platforms, including legacy PBXs, Aculab, Cisco TAPI and now SIP," said Dr. Donald E. Brown, president and chief executive officer for Interactive Intelligence. "Customers can easily migrate from one platform to another or incrementally add IP phones to an existing installation. This provides unparalleled investment protection in a period of rapid technological change."
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.
Vice President, Marketing and Channel Development - EMEA
Interactive Intelligence Inc.
+33 442 910 914
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