Interactive Intelligence Debuts New Version Of Customer Interaction Center

The new version of Interactive Intelligence's Customer Interaction Center (CIC) contact center suite, released today, offers expanded Microsoft desktop client support and integration, and improved Web self-service and e-mail response management features.

The new version of CIC provides tight integration with Microsoft's Microsoft Outlook, CRM, and Microsoft Great Plains software, allowing users to perform most call handling functions and receive within standard desktop applications. The software integrates with the Microsoft Live Communications Server, which provides its own instant messaging and presence awareness capabilities and features a new .NET thin client that Interactive Intelligence says provides "zero-effort deployment."

The enhanced integration with Microsoft products is intended to improve ease of use and speed deployment, says Donald E. Brown, Interactive Intelligence's president and chief executive officer. "Our latest client enhancements were designed for faster deployment, simplified management, and more flexible and efficient communications," he said in a statement.

Interactive has also made improvements to CIC's e-FAQ knowledge management system. The application, which automates responses to Web and e-mail inquiries, now features improved Boolean searching, an auto-detect search option and a rich text editor that simplifies knowledge base creation.