2013-11-03 12:23:04 - Supervisory application helps contact centers improve quality assurance by giving managers untethered access to information
DUBAI, United Arab Emirates - 3 November, 2013 - Interactive Intelligence Group Inc. (Nasdaq: ININ), a global provider of software and services designed to improve the customer experience, has released its mobile Interaction Supervisor iPad Edition™ application.
The application runs on an iPad or iPad mini giving contact center supervisors and managers greater mobility for improved quality assurance.
Interaction Supervisor iPad Edition™ offers mid-size to large contact centers the following:
Configurable dashboard that gives supervisors untethered wireless access to real-time speech analytics scores and statistics, as well as service levels by workgroup, queue, agent and interval.
Real-time alerts that notify supervisors when pre-determined performance thresholds have been exceeded, such as average hold time.
Agent locator display that shows supervisors where agents sit, agent
status (e.g. “At Lunch,” “In a Training Session,” etc.), agent photos, and agent skill-sets.
“Plain and simple, contact center managers are more effective when they’re on the floor, visible, and accessible to agents,” said Interactive Intelligence Chief Marketing Officer Joe Staples. “However, the challenge has been that once out of his or her office, managers lose visibility into statistics needed to do the job. We designed Interaction Supervisor iPad Edition™ to help supervisors react more quickly to agent and customer issues wherever and whenever. Faster decision-making based on detailed, real-time statistics means organizations can further improve their customers’ experience – and that’s what we’re all about.”
Interaction Supervisor iPad Edition™ is part of the company’s all-in-one IP communications software suite, Customer Interaction Center™ (CIC). CIC provides a wide range of multichannel communications applications for contact centers and enterprises, and can be deployed via the cloud or on-premises.
Interaction Supervisor iPad Edition™ is available immediately and is offered through the Interactive Intelligence channel of more than 350 global resellers, and through the company’s direct sales team.
For more information, visit www.inin.com/solutions/Pages/Interaction-Supervisor-iPad-Edition ..
About Interactive Intelligence
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process automation software and services designed to improve the customer experience. The company’s solutions, which can be deployed via the cloud or on-premises, are ideal for industries such as financial services, insurance, outsourcers, collections and utilities. Interactive Intelligence was founded in 1994 and has more than 5,000 customers worldwide. The company is among Software Magazine’s 2013 Top 500 Global Software and Service Providers, and is the recipient of TMC’s Cloud Computing Magazine’s 2013 Cloud Computing Excellence Award. It has received Frost & Sullivan’s Company of the Year Award, Contact Center Systems, North America, for the last three consecutive years. Interactive Intelligence employs more than 1,500 people and is headquartered in Indianapolis, Indiana. The company has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific. Interactive Intelligence can be reached at +1 317.872.3000 or email@example.com;
on the Web at www.inin.com.
Product Information Contact:
Mr. Shaheen Haque
Turkey & Middle East Territory Manager
Interactive Intelligence Middle East
Direct phone: +971(4) 4347217
Mobile: +971 (50) 4573186